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In a Nutshell
Were a group of fabulous Hotelsand Venues set in beautiful countryside and our hotels are full of great people A great team.
If you enjoy variety and meeting lots of new people every day you might like to join and lead our Reception team. We are now looking for aGuest Services Manager someone who would like to be the friendly face our guestswhen entering the hotel. This is a pivotal role, to ensure all our guests experience a warm welcome, whether they come for the day, or for a longer stay.
Our Guests tell us that they love the home from home feel, and being made to feel welcome the moment they arrive. If you enjoy making people happy and have experience from within the hotel sector leading a front of house team, send us your CV now!
Lots to do but lots of fun
- Ensure that guests expectations are exceeded at all times in all areas of reception/front of house department.
- Leading from the front by being very visible to guests, interacting at every possibility, building a strong rapport and ensuring that every guest need or requirement is catered for.
- Profiles of guests are updated so we can create memorable experiences on return visits.
- Deal effectively with more challenging guest situations in-house and resolve them appropriately.
- Log any guest comments or feedback and effectively communicate within the team.
- Ensure that there is good follow up in place so that any in-house situations are effectively resolved.
- Monitor team member performance to develop them within the department.
- Promote sales awareness positively within department and to maximise sales opportunities, inclusive promoting upgrades, afternoon teas, dinner reservations and other hotel services.
- Maintain key and cash security in accordance with company standards.
- Ensure revenue is not being written off, and that daily Adjustment Reports are sent to Accounts with the days banking
- Maintain control of pending accounts, credit checks, credit limits, corrections and adjustments in accordance with company standards.
- Control and monitor room allocations to ensure bedroom stock is not over used resulting in extra refurbishments and damage to bedroom furnishings
Are you right for us?
- Previous management experience in a similar luxury hotel within a front office department.
- Proficiency in Front of House and Reservations Property Management systems (HART would be beneficial)
- Working knowledge of Microsoft, Word, Outlook and Excel
- High initiative, problem solving and common sense practice
- Leadership qualities
- Ability to work well under pressure
- Highly effective at Complaint handling, both verbally and in writing.
- Experience performing the roll of Duty Manager in a similar environment
- High level of communication performance and skills
- People management and enthusiasm for learning and development
