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- Tasks: Lead a team to deliver exceptional guest experiences and manage hotel operations.
- Company: Join a vibrant hotel known for its outstanding service and community engagement.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Exciting opportunity for growth in a fast-paced, supportive atmosphere.
- Why this job: Make a real impact on guest satisfaction while developing your leadership skills.
- Qualifications: Previous management experience in hospitality and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for a Senior Guest Services Manager to delight our guests with amazing service all day, every day. As a Senior Guest Services Manager, you are responsible for managing operations of all Front Office and Food and Beverage outlets to deliver an excellent Guest and Member experience. You’ll maximise financial returns, drive the development of your team, create and maintain a memorable guest experience, execute brand and/or company standards, and build awareness of the hotel in the local community.
You will need to be able to communicate effectively and lead the team, be willing to get stuck in and present a professional and friendly face for the hotel. In addition, you will set high standards of performance, inspire staff to produce results and hold them accountable, thoroughly analyse complex information to make effective decisions and demonstrate sound commercial awareness. The Senior Guest Services Manager will also be required to manage, train, and develop team members and work within all budgeted guidelines.
Specifically, you will be responsible for performing the following tasks to the highest standards:
- 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.
- Ensure compliance with brand standards.
- Ensure compliance with Food Safety standards.
- Recruit, manage, train and develop the Food and Beverage team.
- Monitor the appearance, standards, and performance of the Team Members with an emphasis on training and teamwork.
- 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.
- Maintain good communication and working relationships with all hotel departments.
- Monitor staffing levels to meet business demands.
- Multi-skilled – you’ll need to be able to turn your hand to a variety of different duties and tasks throughout multiple areas of the hotel.
- Manage guest queries in a timely and efficient manner.
- Work within budgeted guidelines in relation to Food, Liquor Costs and Payroll.
- Set departmental targets and objectives, work schedules, budgets, and policies and procedures.
- Develop menus with other members of the Food and Beverage team.
- Manage staff performance issues in compliance with company policies and procedures.
- Comply with hotel security, fire regulations and all health and safety legislation.
- Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy.
- Support and deliver company policies.
- Demonstrate a working knowledge of all hotel safety and security procedures as required, maintaining a secure and safe environment for associates as well as guests.
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 are looking for: Previous management experience in Food.
Senior Guest Services Manager employer: Heeton Concept Hotels
Contact Detail:
Heeton Concept Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Guest Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Senior Guest Services Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to guest services and team management. Think about your past experiences and how they align with the job description. We want you to shine when it comes to showcasing your skills!
✨Tip Number 3
Showcase your personality! When you get the chance to meet potential employers, be yourself and let your passion for guest services shine through. Remember, they’re looking for someone who can lead a team and create memorable experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and eager to join our team.
We think you need these skills to ace Senior Guest Services Manager
Some tips for your application 🫡
Show Your Passion for Guest Services: When writing your application, let your enthusiasm for delivering exceptional guest experiences shine through. We want to see how you can bring that passion to our team and create memorable moments for our guests.
Highlight Your Leadership Skills: As a Senior Guest Services Manager, you'll be leading a team. Make sure to showcase your previous management experience and how you've inspired and developed your team in the past. We love seeing examples of effective leadership!
Be Specific About Your Achievements: Use concrete examples to demonstrate your successes in managing operations and improving guest satisfaction. Numbers speak volumes, so if you’ve increased revenue or improved service ratings, shout about it!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Heeton Concept Hotels
✨Know the Brand Inside Out
Before your interview, make sure you research the hotel brand thoroughly. Understand their values, mission, and what sets them apart in the hospitality industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Senior Guest Services Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully managed teams, resolved conflicts, or improved service standards. Be ready to discuss how you inspire and develop your team.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and customer service approach. Think of specific situations where you've had to manage guest complaints or improve service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Emphasise Financial Acumen
Since the role involves managing budgets and maximising financial returns, be prepared to discuss your experience with financial management. Highlight any relevant achievements, such as reducing costs or increasing revenue, and show how you can apply this knowledge to the hotel’s operations.