Guest Service Manager

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you’ll deliver this through managing all aspects of the front office ensuring high standards are maintained. You’ll also create a warm atmosphere that makes our guests feel at home in any location.

This position is part of the Front office team and is directly accountable to the Hotel Operations Manager. You are responsible for supporting the day-to-day operations.

Your day-to-day

People

• Liaising between the Housekeeping and Maintenance department
• Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for employees. Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance
• Educate and train all employees in compliance with governmental and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
• Promote teamwork and quality service through daily communication and coordination with other department heads
• May assist with projects and/or assist various departments during high-volume periods

Financial

• Review daily reports identifying opportunities within the hotel
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Guest Experience

• Ensure your Reception team delivers great service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to engage with guests.
• Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies
• Perform duties as necessary, including supporting departments to ensure guest satisfaction
• Comply with special needs and requests of the guests, VIPs and repeat visitors

Responsible Business

• Maintain and order supplies and equipment in a timely and efficient manner while minimizing waste and maintaining “green” initiatives (for example: container recycling and cleaning agents)
• Developing and maintaining procedures for the hotel
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Train team members on front office procedures and serve as a central communications point during emergencies/crises
• Perform other duties as assigned. Also, serve as Manager on Duty

What we need from you

• Previous experience in IHG branded hotels in reception or reception management/supervisory positions
• Outstanding communication and interpersonal abilities
• Excellent organizational skills
• Must speak fluent English

Why you should apply

• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton-operated hotels and IHG employee travel Programme
• Life Assurance, Income Protection and Employee Assistance Programme
• Referral scheme
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK's fast-growing hotel operators
• Retention bonus on completion of 3 and 6-month service

A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are near, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process