The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you’ll deliver this through managing all aspects of the front office and F & B Outlets; you’ll also create the warm atmosphere that makes our guests feel at home.
Your day-to-day
People
- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
- Educate and train team members in compliance with UK laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
- Ensure your team are properly trained on systems such as OnQ, security, service and Hilton brand standards
Financial
- Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
- Oversee night audit function and preparation of daily financial reports
- Ensure all food and drink is correctly posted
- Cash up tills as per company procedures
- Complete weekly orders in accordance to require usage in accordance to company policy from approved suppliers
- Complete stock takes in accordance to company procedures.
Guest Experience
- Ensure your team delivers great service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Conduct routine inspections of the hotel including public areas and take immediate actions to correct any deficiencies
Responsible Business
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Train team members on OnQ and Micros
- Serve as a central communications point during emergency/crisis situations when Duty Manager
- Perform other duties as assigned.
- Will also serve as Manager on Duty and will complete DM tasks including Security and Fire checks.
What we need from you
- Strong organisational skills
- Previous experience in a hotel Reception and Food and Beverage in a management position
- Must speak fluent English
Why you should apply
- Annual bonus for all Team Members
- Fantastic career potential with one of the UK's fastest growing hotel operators
- Employees staff rates across our properties
- Complimentary overnight stays in our properties
- Retention bonus on completion of 3 and 6 month service
- Service based annual leave (increase up to a maximum of 5 extra days)
- On-site parking
Hilton's Vision: To fill the earth with the light and warmth of hospitality –by delivering exceptional experiences – every hotel, every guest, every time.
First Direct Arena, Leeds Grand Theatre, and shopping at Victoria Leeds are all about a 10-minute walk from our hotel near the city center. Trinity Leeds designer shops, The University of Leeds, Leeds Beckett University, and the railway station are all within a mile.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process
Contact Details:
Hampton By Hilton Leeds City Centre Recruitment Team
