Guest Services Manager in Poole

Eclipse Hotels Group is an international family owned hotel group headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn and Holiday Inn Express, located across the UK, Europe and the Caribbean. An excellent opportunity has arisen for an experienced Guest Service Manager at our Holiday Inn Express Poole. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Guest Services Manager you'll deliver this through managing all aspects of the day to day operations of the hotel. You'll also create the warm atmosphere that makes our guests feel at home in any location. In addition to this you will have an excellent eye for detail and exemplary customer service skills.

Join us and enjoy the following benefits:

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide.
• 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on the leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

What will your key responsibilities and duties be:

• Create a warm welcome to everyone and set the tone for each of our guests' experience in all areas of our hotel.
• Multi‑tasker! Coverage of our reception desk, restaurant & bar and kitchen (with some occasional night shifts).
• Carry out Room Checks to ensure cleanliness and maintenance free issues.
• Act as a “Champion” for any new procedures, programmes or systems.
• Mentor and act as a point of support for all our Team Members across our hotel.
• Create orders and carry out stock takes for a specific area of our hotel.

How will you achieve this? We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests
• True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: providing our guests with what they need, and doing so in a timely and caring manner

What we are looking for:

• Previous hotel experience as a Duty Manager or Front Office / Reception Supervisor or any other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems.
• Experience in offering exceptional customer service.
• A basic understanding of Food Safety standards
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members;
• A good understanding of good Food & Beverage service;
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail;
• Proficient in Microsoft Word, Excel, Power Point presentations;
• Willing to work a flexible schedule including evenings, weekends and bank holidays;
• A clean driving license to chauffeur our guests to the local airport (Airport located hotels only).

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.