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For Companies At a Glance
- Tasks: Lead the Front of House team to ensure an exceptional guest experience every night.
- Company: Join a renowned hotel brand known for its commitment to outstanding service and guest satisfaction.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for personal growth in a vibrant environment.
- Why this job: Be part of a dynamic team that values creativity and personalisation in guest interactions.
- Qualifications: Hospitality degree and previous Duty Manager experience preferred; must be customer-oriented and a team player.
- Other info: This role requires flexibility in hours and a commitment to health and safety standards.
Job Description
Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.
Job Role – Night Guest Service Manager
Rate of pay – £34,000
Hours – 45 Hours
Location – South Ascot
* To lead the Front of House operation on a daily/nightly basis in order to provide an exceptional guest experience, from arrival through to departure.
* Anticipating guests needs in an intuitive manner and ensuring a seamless service is delivered at all times.
* Be an ambassador us, proactively reaching out to our guests during their stay to ensure that they have a seamless and anticipatory guest journey throughout their stay.
* Being an active communicator across the estate to ensure our teams are well informed of guest movements and preferences while creatively enhancing our guests\’ stay through thoughtful personalisation and creative gestures.
ESSENTIAL FUNCTIONS & PHYSICAL REQUIREMENTS
* Duty Manager responsibilities – to oversee the running of Front of House in order to ensure a smooth operation in all Front of House areas and ensuring guests receive seamless experiences.
* Ultimately responsible for the provision of a seamless guest experience.
* Offer support and guidance to the team in order to ensure all team members work as one team to produce an intuitive and seamless service delivery according to all CP standards.
* Handle and oversee complaints ensuring appropriate action is taken to resolve these and ensure customer satisfaction. Log all incidents and follow up with the General Manager and the guest.
* Attend meetings when necessary including the daily morning meetings.
* Ensure a lobby presence at all times especially peak times. Greeting and meeting with guests. Ensuring all VIP Guests are met.
* High engagement with guests throughout their stay to make them feel at home and create the warmth of our hote. In addition promoting hotel services and facilities.
* Responsible for the training and performance of the team, ensuring this is carried out and monitored on a daily basis.
* Daily reporting including nightly reports when required
* Run end of day using the hotels operating system when required
* Create daily briefing sheet
* Send out report pack to HOD\’s
* To coordinate with all hotel departments by anticipating and communicating guests needs.
* Daily Inspection of Front of House/ Back Office areas and guest rooms.
* Following up on guest complaints and queries from the day
* Live our values on a daily basis through being a brand ambassador.
Health & Safety
* Comply with all statutory and company health and safety, fire, bomb and security regulations
* Ensure job required certificates are kept up to date
Flexibility
* Along with your main duties you may be asked to complete other tasks as and when necessary and reasonably required
* You may on occasion be required to adjust your hours of work to cover the hotel needs
QUAIFICATIONS & DESIRABLES
* Hospitality degree
* 5 star experience
* Previous Duty Manager experience
* Computer Management system
* Customer orientated
* Good written and spoken English
* Good organization
* Team player
* Opera
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
AMRT1_UKCT
Contact Detail:
Blue Arrow - Southampton Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Night Guest Services Manager - South Ascot
✨Tip Number 1
Familiarise yourself with the specific needs of a Night Guest Services Manager role. Research common challenges faced in this position and think about how your past experiences can demonstrate your ability to handle them effectively.
✨Tip Number 2
Network with current or former employees in similar roles. Reach out on platforms like LinkedIn to gain insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've enhanced guest experiences in previous roles. Think about creative gestures or personalisation techniques you've used that align with the responsibilities outlined in the job description.
✨Tip Number 4
Showcase your leadership skills by preparing to discuss how you've successfully managed teams in high-pressure situations. Highlight your ability to communicate effectively and maintain a positive atmosphere, especially during peak times.
We think you need these skills to ace Night Guest Services Manager - South Ascot
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in hospitality, particularly any previous roles as a Duty Manager or in guest services. Use specific examples that demonstrate your ability to provide exceptional guest experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the role. Mention how your skills align with the responsibilities outlined in the job description, such as leading a team and enhancing guest experiences.
Highlight Relevant Qualifications: If you have a hospitality degree or any certifications related to customer service or management, be sure to mention these in your application. This will help demonstrate your commitment to the industry and your qualifications for the role.
Showcase Communication Skills: Since the role requires active communication with guests and team members, include examples in your application that illustrate your strong written and verbal communication skills. This could be through past experiences where you successfully resolved guest complaints or coordinated with teams.
How to prepare for a job interview at Blue Arrow - Southampton
✨Showcase Your Guest-Centric Approach
During the interview, emphasise your ability to anticipate and meet guests' needs. Share specific examples from your previous roles where you went above and beyond to enhance a guest's experience.
✨Demonstrate Leadership Skills
As a Night Guest Services Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed a team in a high-pressure environment.
✨Highlight Your Problem-Solving Abilities
Expect questions about handling complaints and difficult situations. Prepare to share instances where you resolved issues effectively, ensuring customer satisfaction while maintaining service standards.
✨Familiarise Yourself with the Hotel's Values
Research the hotel’s values and mission statement. Be ready to explain how your personal values align with theirs and how you can embody these values as a brand ambassador during your tenure.
