Guest Services Manager - City of London, United Kingdom - K.B.C. Associates Ltd

K.B.C. Associates Ltd

Verified Company

City of London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About the role:

We have a new opportunity for an experienced Guest Services Manager to join our fantastic Front Office team.

We are looking for a motivated, proactive and personable Guest Services Manager who understands exactly what it means to deliver a 5-star serviceand "weave stories that inspire".

You will naturally engage with our guests, consistently providing a high-end guest service
- always aiming to achieve 100% guest satisfaction

Reporting to the Reception Manager, you will be responsible for overseeing all guest services operations from arrival to departure and post stay follow up if necessary.

The Guest Services Manager is ultimately responsible for the smooth running of all guests'stay values are delivered throughout.

With strong leadership skills, the Guest Services Manager must lead his team to deliver the highest standards of service and lead by example.

Training and developing the Front of house team is key to success.

By being innovative, the Guest Service Manager will seek ways to improve service scores (Trip Advisor, Revinate) and ensure highest standards of service across all departments.

Other duties include:

Manage and swiftly resolve guest complaints.
Liaise with guests, finding out their preferences and updating their Opera profiles.
Maximise room occupancy at best rates and use upselling techniques to promote hotel services and facilities
Understand and demonstrate correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel cash procedures
Manage, record and promptly resolve issues or emergencies that arise
Demonstrate current knowledge of hotel products, services, as well as knowledge of the local area
Act in accordance with all security and emergency procedures and manage the investigation of these, as required
Attend appropriate training courses, when required, and assist with the team's training and development

About you:

To be considered for our role you must have:

Previous managerial experience within a luxury hotel
High level of IT proficiency including Opera
Excellent leadership, interpersonal and communication skills
Commitment to delivering a high level of customer service
The ability to work under pressure
Excellent grooming standards
Flexibility to respond to a variety of work situations

In addition, you will be:

Personable, naturally engaging and attentive with an eye for detail. It goes without saying that you will be passionate about providing exceptional guest service.