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- Tasks: Lead the Front of House to ensure an exceptional guest experience every night.
- Company: Join a top-tier hotel known for its warm hospitality and guest-centric approach.
- Benefits: Enjoy competitive pay, a dynamic work environment, and opportunities for growth.
- Why this job: Be the face of our hotel, creating memorable experiences for guests and enhancing your leadership skills.
- Qualifications: Hospitality degree, 5-star experience, and previous Duty Manager experience required.
- Other info: Flexibility in hours and a commitment to health and safety standards are essential.
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
Night Guest Services Manager - South Ascot employer: Blue Arrow - Southampton
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
Familiarize yourself with the specific needs and expectations of guests in a luxury hotel environment. Research common guest preferences and how to anticipate their needs, as this will help you stand out during the interview.
✨Tip Number 2
Highlight your previous experience in managing front-of-house operations, especially in a 5-star setting. Be prepared to discuss specific examples of how you've enhanced guest experiences or resolved complaints effectively.
✨Tip Number 3
Demonstrate your communication skills by preparing to discuss how you would engage with both guests and team members. Think of ways to illustrate your ability to create a warm and welcoming atmosphere.
✨Tip Number 4
Show your understanding of health and safety regulations relevant to the hospitality industry. Being knowledgeable about these standards can set you apart as a responsible candidate who prioritizes guest safety.
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 management, especially any previous roles as a Duty Manager. Emphasize your ability to provide exceptional guest experiences and your familiarity with Front of House operations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the role. Mention specific examples of how you've anticipated guests' needs in past positions and how you can contribute to creating a seamless guest journey.
Highlight Relevant Qualifications: If you have a hospitality degree or any certifications related to health and safety, make sure to include these in your application. This will demonstrate your commitment to the industry and your preparedness for the role.
Showcase Communication Skills: Since the role requires active communication across the estate, highlight your strong written and spoken English skills in your application. Provide examples of how you've effectively communicated with teams and guests in previous roles.
How to prepare for a job interview at Blue Arrow - Southampton
✨Showcase Your Guest-Centric Approach
During the interview, emphasize your ability to anticipate and meet guests' needs. Share specific examples from your past experiences where you provided exceptional service or resolved guest complaints effectively.
✨Demonstrate Leadership Skills
As a Night Guest Services Manager, you'll be leading a team. Highlight your previous leadership roles and how you motivated your team to deliver seamless service. Discuss any training or mentoring experiences you've had.
✨Communicate Clearly and Confidently
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you would ensure all team members are informed about guest movements and preferences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding guest complaints. Prepare scenarios where you successfully handled difficult situations, showcasing your ability to maintain customer satisfaction.
