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Guest Service Manager Holiday Inn London West.
Holiday Inn London West Hotel is a 4* Hotel in Acton, West London that has 225 beautiful
Executive and Deluxe Rooms, 7 large Meeting Rooms, a Gym, Restaurant and Bar which an
exciting opportunity has risen for an enthusiastic and passionate Guest Service Manager
to join our team.
The Guest Service Manager provides leadership and support to all members of Reception
and Food and Beverage team and enforces the hotels policies and standards during the shift.
They liaise with all other managers in the hotel to ensure the smooth running of the
business.
Key Objectives
To ensure that each shift you are responsible for runs smoothly and efficiently at all times
To supervise the operation of the Hotel, be actively involved in recognizing training needs
and running training sessions with the team
Be actively involved in your own personal development to increase your own confidence
and ability and to increase the hotel profit, and maximize on positive guest feedback
Strive to be the best in what you do, taking care and pride in your work
Be an integral part of the team in setting and achieving the overall hotel objectives
To be fully conversant in working areas of the hotel and able to operate the front office
systems
To promote the hotel at every opportunity to all local businesses to generate sales for the
hotel and use every effort to sell or upsell the hotel facilities
To ensure that all charges are correctly posted to guest bills following the standard
procedure and ensure credit policies are maintained
To assist in all financial aspects of the hotel
Main Duties:
Driving volume of positive reviews and respond to reviews
Problem and complaint handling and reporting
Shift briefing for staff (briefing standard topic list)
Drive the overbooking strategy as laid out by the Reservation Department
Execute upselling actions to maximize revenue
Convey accurate and detailed information on hotel and area services and facilities
Open lobby standard & cleanliness check
To be fully integrated in the Front Office and Food & Beverage operation by spending time
at the Front Desk, Restaurant, Bar and in the lobby monitoring service levels and guest
feedback
The ability to monitor the appearance, conduct, guest relation skills and punctuality of the
team, in order to meet the departmental standards
Exterior property walk
To ensure adherence to grooming & personal hygiene standards,
To ensure adherence to company & department SOP / update department SOP when
needed
In Return for your Commitment, we will offer you:
Free meals on duty
Staff discounts within IHG Hotels
Excellent Training and Development opportunities within the hotel group.
If you are interested in the Guest Service Manager position, please send us a copy of your
CV and Covering Letter by clicking the Apply tab.
Required experience: Experience of working in a similar position (with Opera PMS System)
in a Hotel Property for 1 year Job Type: Full-time
Salary: £29,020.00 pa
10% Commission for Breakfast and Room Upselling.
Trip Advisor and Google reviews Incentives.
