Guest Services & Concierge Manager

The Clermont Victoria is a very popular city centre venue close to many of London\’s famous landmarks and on the periphery of the busiest train station in Europe. This 345-bedroom hotel has recently undergone a £20m transformation and is a luxury 4-star deluxe hotel.

The Role

This role ensures that everyone working in the hotel, particularly the Guest Services team, is focused on improving the guest experience, exceeding expectations, and resolving issues and complaints efficiently and sympathetically. The goal is to improve the GRI and NPS scores for the hotel and increase response rates.

• Work with the FOH manager to ensure that the arrival & departure experience is friendly and efficient for all guests.
• Collaborate with the Guest Services team to add value to the guest experience.
• Ensure the guest service team is multi-skilled to cover both roles, with optimal staffing levels to deliver a great guest experience cost-effectively at all times.
• Ensure the Guest Service Executive is aware of special requests, VIPs, and regular guests, and that all their requirements are met.
• Identify training needs and deliver guest experience training to new hotel employees and those receiving frequent complaints or not meeting standards.
• Respond to and resolve all post-stay guest complaints and issues.
• Set up the hotel operation to resolve in-stay complaints quickly and efficiently.
• Analyze reasons for complaints and collaborate with other hotel departments to resolve issues and prevent recurrence.
• Respond positively to guest comments on channels like Trip Advisor, Booking.com, and Expedia.
• Organize and oversee high service levels within designated areas, promoting products and increasing customer base.
• Maintain operational knowledge of all reception services, reservations systems, switchboard, communication methods, and guest services. Act as Manager on duty when required.

What we look for

• Creative and inspiring leadership
• Attention to detail
• A passion for guest service
• Analytical skills
• Knowledge of Opera (advantageous)

What\’s in it for you?

• Discounted rates on hotel rooms, food, and drinks across the Clermont Hotel Group
• Interest-free season ticket loans (conditions apply)
• Access to a 24/7 Employee Assistance Program
• Pension and Healthcare Schemes
• Wagestream – access earned salary before payday
• Generous recommend-a-friend scheme
• Apprenticeships and qualifications up to Level 7 (Master\’s Degree equivalent)
• Discounts and cashback through a wide range of retailers via our online benefits portal

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