- 5 days per week, 40 hrs flexible shifts covering daytime and evening shifts, including weekends (7am 3.30pm and 2.30pm to 11.00pm)
- Complete Duty Management shifts as detailed on the early/late shift checklists.
- Ensuring that during the shift all departments are correctly staffed to provide the best levels of service.
- Ensuring all staff on duty in all areas are presented to the required standard.
- Ensure all areas of the hotel and spa are always presented to a 5 Star standard.
- Hold the Daily Dash meeting with all operational Heads of Department to cover the business of the day and ensure any challenges are anticipated and agree a plan to overcome them.
- Assisting departments at peak periods to ensure service levels are achieved.
- Welcoming arriving guests and acknowledging VIPs, returning guests, those celebrating a special event and those with special requirements.
- Liaison with all departments to ensure the operation runs smoothly throughout the day/evening.
- Always carry the Guest Services phone so you can be a point of contact with operational staff to support and coach and action solutions where challenges arise.
- Resolve all guest complaints and ensure guest satisfaction prior to departure.
- Responsible for health and safety, fire safety and procedures during your shift.
- Ensure an effective handover to the next Duty Manager to assist with continuity of service.
- During busy arrival or departure periods acting as Host Manager in hotel reception, welcoming arrival/departing guests and co-ordinating concierge and supporting reception.
- Oversee the Concierge team to ensure service standards area achieved and guests receive top service through their guest journey while at the hotel.
- Excellent standard of personal appearance
- Friendly and confident communicator in person, on the telephone and in writing
- Warm and friendly disposition
- Genuine desire to serve our guests
- Ability to coach and direct staff while on shift
- Organised and good attention to detail
- Must hold operational hotel experience across a range of food and beverage as well as front of house departments to be considered
Guest Services Manager - Egham, United Kingdom - Great Fosters Hotel
3 weeks ago
Description
The Role
Guest Services ManagerA smart, friendly, well organised, guest service focused individual is sort to complete our Guest Services team. You must have a five-star smile and a warm welcoming and approachable personality. You are key to our guest service experience. As Guest Services Manager you will complete Duty Management shifts with an emphasis on guest care & interaction to ensure total guest enjoyment from the time a guest enters the hotel and retreat to the time they pay their bill and leave. A Guest Services Managers actions and focus will determine the guest satisfaction levels and the extent to which they get the most out of their stay.
Requirements Guest Services Manager
#guestservice #guestservicesmanager #customerservice #5star #hospitality