Guest Services Manager in Glasgow

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Manager, you’ll not only be the person they rely on to handle check-in and check-out, prepare, and serve them food and drink, but you'll also offer local insights and anticipate every detail of a friction‑free experience. You will help to lead and develop a team that can assist with both Front Office and Food and Beverage operations. You will also create the warm atmosphere that makes our guests feel at home while executing brand and/or company standards, and build awareness of the hotel in the local community.

Your day-to-day:

• Be the warm welcome that kicks off a memorable guest experience.
• Encourage guests to partake in the IHG Loyalty Program.
• Manage all Front Office and Food and Beverage Outlet operations to consistently meet high standards as defined by the IHG brand standards and Heeton standards.
• Maintain exceptional levels of customer service.
• Take and manage guest bookings, up-selling opportunities and tell them about ways to improve their stay.
• Handle cash and credit transactions in accordance with Heeton standard operating procedures.
• Start every stay right by swiftly checking guests in in accordance with IHG brand standards.
• Prepare and serve food and drinks in the bar and restaurant compliance with Food Safety standards.
• Set up, support, and service events.
• Manage, train and develop the Guest Services team.
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
• Be a trusted contact for all guests. Help them with anything from billing to local knowledge and loop in management when necessary.
• Monitor the appearance, standards, and performance of the Team Members with an emphasis on training and teamwork.
• Work as part of a team to assist with Reception, Bar, Restaurant and Kitchen duties.
• Ensure all public areas, including toilets and facilities, are cleaned, regularly checked and maintained to a high standard.
• Understand guest satisfaction scores and contribute to improving areas of focus.
• Respond to guest queries, requests, and complaints promptly and professionally, always providing a positive experience.
• Support in covering night shifts as required.
• Take pride in your appearance and place as a brand ambassador.
• Abide by policies & procedures and ensure they are implemented within your departments, and your team abide by them too.
• Monitor staffing levels to meet business demands.
• Demonstrate a working knowledge of all hotel safety and security procedures as required, maintaining a secure and safe environment for team members as well as guests.
• Maintain good communication and working relationships with all hotel departments.
• Support and manage other ad‑hoc duties when your colleagues need your help.

This list is not an exhaustive list of responsibilities, and additional tasks may be assigned at the discretion of your line manager in line with business needs.

What we need from you:

• Previous supervisory / management experience in Food & Beverage and/or Front Office within a 4-star property.
• Previous experience of using the OPERA PMS system.
• You are a true people’s person, with passion to delight our guests with amazing service.
• You will have the ability to remain calm during difficult situations, in a very busy environment, whilst managing multiple priorities.
• You have a good working knowledge of food and beverages, and licensing regulation.
• You are a great leader and strive to develop and motivate the team.
• High level of commercial awareness and sales capabilities.
• Experience in managing and developing people.
• Previous experience in managing a department and Profit and Loss account.

You will be centrally located in Glasgow, an 8-minute walk from Buchanan Street and 11 minutes by foot from George Square. The Glasgow Central train station is a 5-minute walk. This 4-star hotel is 0.8 mi (1.2 km) from Royal Concert Hall and 1.3 mi (2.1 km) from OVO Hydro.

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.