At a Glance
- 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
Heeton Concept Hotels is an exceptional employer that prioritises creating a warm and welcoming environment for both guests and staff. Located in the vibrant heart of Manchester, we offer our employees opportunities for personal growth and development within a supportive team culture, alongside competitive benefits that enhance work-life balance. Join us to be part of a dynamic hospitality team dedicated to delivering memorable experiences while enjoying the unique advantages of working in a bustling city.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Guest Services Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Heeton Concept Hotels. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Heeton Concept Hotels
Don't be shy about reaching out to Heeton Concept Hotels directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Senior Guest Services Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Heeton Concept Hotels and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Heeton Concept Hotels
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
