At a Glance
- Tasks: Lead a dynamic team to deliver exceptional guest experiences at Holiday Inn Express.
- Company: Join the vibrant Centre Island family with 9 hotels and over 500 employees.
- Benefits: Enjoy 28 days holiday, uniform, discounts, and a talent development programme.
- Other info: Work in a fast-paced environment with opportunities for growth and creativity.
- Why this job: Be the first point of contact for guests and create memorable stays in Manchester.
- Qualifications: Experience in hospitality and strong leadership skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Holiday Inn Express Manchester Arena is looking for a Senior Guest Service Manager to join our team. Reporting to the Operations Manager, the SGSM will lead the team of GSMs & GSAs to ensure each and every guest experiences the Holiday Inn Express Brand consistently and that the best service is given throughout their stay.
You will lead the team of GSAs & GSMs in welcoming guests in a friendly, prompt and professional manner, recognising IHG One Rewards Club Members and returning guests. The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.
To deliver a great guest experience, a Front Desk Agent will check in and out guests efficiently and make sure they have all they need for a great stay. The Great Room is a place for our guests to kick start their day with the Express Breakfast and also work or rest during the day and into the evening. The breakfast service should be friendly, efficient and helpful, and the Great Room maintained to a high standard at all times.
As part of the Centre Island Franchise, the 192 bedroom Holiday Inn Express Manchester Arena is situated right in the heart of Manchester, with the Manchester Arena, The Printworks and the Manchester Arndale just minutes’ walk from the hotel. Located in the vibrant Northern Quarter, we are ideally located for the business and leisure traveller, giving our guests the gateway to what the city has to offer.
At Holiday Inn Express, our purpose is to provide simple, smart travel. When you’re part of the Holiday Inn Express brand, you’re more than just a job title. We look for people who are welcoming and smart; people who can focus on the things that really matter to our guests and get them right every time.
Our Values
At Centre Island, you’ll be joining a growing family of 9 hotels with over 500 employees. We deliver the brand with Centre Island Values. All our employees are engaged and enthusiastic, embodying the Centre Island personality. We believe our values are an integral part of our business and our teams strive to always:
- Act with INTEGRITY and CARE
- ENGAGE with customers and colleagues alike
- Have PASSION and take OWNERSHIP in everything they do
- Strive to be CREATIVE to continuously improve
What we offer you!
- 28 days holiday increasing to 33 days after your 5th year of service
- Full uniform provided
- Access to IHG’s worldwide Employee Rate and Friends & Family discount schemes
- Internal Rewards programme where you can get recognised with Love 2 Shop vouchers for demonstrating great work
- ILM / City & Guilds accredited Talent Development programme and the opportunity to work with a fast-paced, customer-focused company
Main Duties and Responsibilities:
- Lead the GSA team to deliver exceptional service
- Run early and late shifts successfully, ensuring all processes are followed
- Book guest reservations for individuals and/or groups requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
- Coach and develop both GSM & GSA through success reviews and plans
- Rota management – Ensure the rota is fair and covered for busy periods
- Beverage control
- Oversee Front of House operations including Breakfast
- Communicate with Housekeeping to maintain condition, Brand Standards and high scores on Heartbeat
- Make Heartbeat and winning metric part of the culture of the hotel and let the staff live and breathe the brand training
- Accountability for financial performance for front of house including floats for bar/desk/safe
- Team training through Cloud and Merlin. Ensure all team members are up to date with current training
Working 5 days out of 7 over shifts, may include the occasional night shifts. The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests!
Senior Guest Service Manager in Manchester employer: Holiday Inn Express Manchester City Centre Arena (Northern Quarter)
At Holiday Inn Express Manchester Arena, we pride ourselves on being an exceptional employer that values integrity, care, and passion. Our vibrant work culture fosters employee engagement and growth, offering a comprehensive Talent Development programme alongside competitive benefits such as increased holiday entitlement and exclusive discounts. Located in the heart of Manchester, our hotel provides a dynamic environment where you can thrive while delivering memorable experiences to our guests.
Contact Details:
Holiday Inn Express Manchester City Centre Arena (Northern Quarter) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Guest Service Manager in Manchester
✨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 Holiday Inn Express Manchester City Centre Arena (Northern Quarter). It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Holiday Inn Express Manchester City Centre Arena (Northern Quarter)
Don't be shy about reaching out to Holiday Inn Express Manchester City Centre Arena (Northern Quarter) 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 Service Manager in Manchester
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 Holiday Inn Express Manchester City Centre Arena (Northern Quarter) 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 Holiday Inn Express Manchester City Centre Arena (Northern Quarter)
✨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!
