JOIN US
At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...
OUR HOTEL
Nestled in the vibrant heart of East London's Royal Docks, the Crowne Plaza London Docklands offers an upscale experience with spectacular waterfront views. Just minutes from the ExCeL Exhibition Centre and close to London City Airport, this contemporary hotel boasts 210 stylish rooms, blending comfort with luxury, and caters to both business and leisure guests alike.
Our facilities include Fremantle Bar & Kitchen, a chic restaurant serving modern cuisine, and our on-site gym, complete with a heated indoor pool, perfect for unwinding. Crowne Plaza London Docklands offers an inspiring place to work, where your energy and enthusiasm will be valued in a dynamic team atmosphere. If you're looking to grow in a bustling environment with a commitment to exceptional guest experiences, join us!
OUR BENEFITS
You will have access to a benefits package we believe truly works for our people
Discounted hotel room rates for you and your friends & family
An additional day's leave for your birthday
Enhanced Maternity, adoption & shared parental leave
Course Sponsorship
30% F&B discount at RBH hotels
Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
Flexible working arrangements
Wagestream - choose how and when you get paid
Life Insurance
Employee Assistance Programme
Social and wellness events and activities all year round
Free meals on duty saving you over £1000 per year
And much much more!
A DAY IN THE LIFE OF A GUEST SERVICE MANAGER AT OUR HOTEL
What you'll be doing..
Reporting to the Front Office Manager, you will be required to work on a 4 on 4 off basis of twelve hours shift. As Guest Service Manager you will have excellent interpersonal skills and will be a crucial part of our guests' journey. You must be self-motivated and be an inspirational leader, who believes in delivering the best possible standards in guest service, continually leading your team by example. The role requires excellent interpersonal skills to handle guest complaints and providing departmental performance .
Your key areas responsibility will include:
Support the Front Office Manager in the daily leadership and operation of the Front Office and supporting Food & Beverage when necessary.
Supervise Reception team.
Lead the Front Office team during assigned shifts, ensuring exceptional guest service and operational efficiency.
Act as the senior Front Office representative during designated shifts, escalating operational matters where appropriate.
Deliver exceptional guest experiences by proactively engaging with guests, resolving complaints professionally, and creating memorable stays.
Coordinate closely with Housekeeping to manage room availability, room allocations, early arrivals, departures, and out-of-order rooms.
Monitor guest feedback, including online reviews, and social media, implementing action plans to improve guest satisfaction.
The principal responsibility is safety and security of guests. You will manage a team ensuring each member is effective, trained and developed
Being the main point of contact for all in-house and external guest queries and requests during the night
Specifications
Proven experience in a front office or guest service management role within the hospitality industry.
Strong leadership, problem-solving, and decision-making abilities.
Excellent communication and interpersonal skills.
Proficiency in hotel management software and reservation systems.
Demonstrable ability to multitask and thrive in a fast-paced environment.
EQUAL OPPORTUNITIES RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact .
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Guest Service Manager in England employer: RBH
At RBH, we pride ourselves on fostering a vibrant and inclusive work culture that prioritises the wellbeing and growth of our employees. As a Sous Chef, you will benefit from our commitment to professional development, alongside a supportive environment that celebrates diversity and sustainability, making us one of the Top 30 Best Places to Work in Hospitality.
