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For Companies At a Glance
- Tasks: Manage front office operations and create a welcoming atmosphere for guests.
- Company: Join Heeton, a fast-growing hotel operator in the UK with exciting career opportunities.
- Benefits: Enjoy employee discounts, extra annual leave, and a range of voluntary benefits.
- Why this job: Be part of a dynamic team that values guest satisfaction and personal development.
- Qualifications: Previous experience in hotel reception or management and excellent communication skills required.
- Other info: Located in central Manchester with great transport links and a supportive work environment.
The predicted salary is between 28800 - 43200 £ per year.
When guests enter one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager, you will deliver this through managing all aspects of the front office ensuring high standards are maintained. You will also create a warm atmosphere that makes our guests feel at home in any location. This position is part of the Front Office team and is directly accountable to the Hotel Operations Manager. You are responsible for supporting the day-to-day operations.
Your day-to-day responsibilities include:
- Liaising between the Housekeeping and Maintenance departments and managing day-to-day staffing requirements, planning/assigning work.
- Providing mentoring, coaching and regular feedback to help manage conflict and improve employee performance.
- Educating and training all employees in compliance with governmental and safety regulations.
- Ensuring staff is properly trained and has the tools and equipment to carry out job duties.
- Promoting teamwork and quality service through daily communication and coordination with other department heads.
- Assisting with projects and various departments during high-volume periods.
- Reviewing daily reports identifying opportunities within the hotel.
- Developing plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
- Ensuring your Reception team delivers great service, professional attention and personal recognition.
- Ensuring guests are greeted upon arrival and making time to engage with guests.
- Responding appropriately to guest complaints, soliciting feedback and building relationships to drive continuous improvement in guest satisfaction.
- Conducting routine inspections of the front office and public areas and taking immediate action to correct any deficiencies.
- Performing duties as necessary, including supporting departments to ensure guest satisfaction.
- Complying with special needs and requests of the guests, VIPs and repeat visitors.
- Maintaining and ordering supplies and equipment in a timely and efficient manner while minimizing waste and maintaining green initiatives.
- Developing and maintaining procedures for the hotel.
- Checking billing instructions and guest credit for compliance with hotel credit policy and ensuring all transactions are handled in a secure manner.
- Training team members on front office procedures and serving as a central communications point during emergencies/crises.
- Performing other duties as assigned and serving as Manager on Duty.
What we need from you:
- Previous experience in IHG branded hotels in reception or reception management/supervisory positions.
- Outstanding communication and interpersonal abilities.
- Excellent organizational skills.
- Must speak fluent English.
Why you should apply:
- Exclusive access to the employee recognition & reward scheme - Heeton Rewards.
- Service-based annual leave (increasing up to a maximum of 5 extra days).
- Employee & Friends/Family discounted rates at Heeton-operated hotels and IHG employee travel Programme.
- Life Assurance, Income Protection and Employee Assistance Programme.
- Referral scheme.
- Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more.
- Heeton is an expanding company which offers excellent career, training and development opportunities.
- Fantastic career potential with one of the UK's fast-growing hotel operators.
- Retention bonus on completion of 6 and 12-month service.
A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are near, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.
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.
Guest Service Manager employer: Heeton UK
Contact Detail:
Heeton UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Service Manager
✨Tip Number 1
Familiarise yourself with IHG's brand standards and values. Understanding their approach to guest service will help you align your experience with what they expect from a Guest Service Manager.
✨Tip Number 2
Network with current or former employees of IHG hotels. They can provide valuable insights into the company culture and expectations, which can give you an edge during interviews.
✨Tip Number 3
Prepare examples of how you've successfully managed teams and improved guest satisfaction in previous roles. Be ready to discuss specific situations where your leadership made a difference.
✨Tip Number 4
Showcase your problem-solving skills by thinking of potential challenges a Guest Service Manager might face and how you would address them. This proactive approach can impress interviewers.
We think you need these skills to ace Guest Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in guest services, particularly in IHG branded hotels. Emphasise your supervisory roles and any specific achievements that demonstrate your ability to manage a front office effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the role. Mention how your previous experiences align with the responsibilities outlined in the job description, such as managing staff and ensuring guest satisfaction.
Highlight Communication Skills: Since outstanding communication is crucial for this role, provide examples in your application of how you've successfully communicated with guests and team members in past positions. This could include resolving conflicts or training staff.
Showcase Organisational Abilities: Demonstrate your excellent organisational skills by detailing how you have managed day-to-day operations in previous roles. Include specific examples of how you planned and assigned work to ensure smooth operations.
How to prepare for a job interview at Heeton UK
✨Showcase Your Communication Skills
As a Guest Service Manager, outstanding communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and engage in active listening. Share examples of how you've effectively communicated with guests and team members in past roles.
✨Highlight Your Organisational Abilities
This role requires excellent organisational skills. Be prepared to discuss how you manage multiple tasks and priorities. You might want to share specific instances where your organisational skills led to improved guest satisfaction or operational efficiency.
✨Emphasise Teamwork and Leadership
Since you'll be managing a team, it's important to convey your leadership style. Talk about your experience in mentoring and coaching staff, and how you promote teamwork. Provide examples of how you've resolved conflicts or improved team performance in previous positions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, especially regarding guest complaints or high-pressure situations. Prepare scenarios from your past experiences where you successfully handled difficult situations, ensuring to highlight your approach and the positive outcomes.
