Guest Services Manager in Maidenhead

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!

Rich in history and charm, The Olde Bell in Hurley, Berkshire, dates back to 1135, making it one of the oldest inns in the world. This beautifully restored property combines heritage with modern comforts, featuring 48 cosy, individually styled rooms across five buildings. With a rustic yet elegant dining room, a characterful bar, and lush gardens, The Olde Bell offers a unique setting surrounded by the English countryside.

Our Benefits:

• 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

A DAY IN THE LIFE OF A GUEST SERVICES MANAGER AT OUR HOTEL:

What you'll be doing:

• Lead the F&B team with a positive vibe, helping create a welcoming and seamless service experience.
• Oversee daily shift activities, from setting up tables to making sure orders flow smoothly and guests are happy.
• Support and guide the team, helping with training and encouraging everyone to deliver their best.
• Step in with confidence to handle guest requests and resolve issues, keeping the service upbeat and responsive.
• Coordinate with the kitchen and bar to keep things moving like clockwork, from orders to plating.
• Monitor stock levels and assist with inventory, ensuring we’re set up for success every shift.
• Keep the dining and service areas sparkling clean and compliant, with an eye on health and safety.
• Lead the front office team to deliver outstanding guest service, ensuring every guest feels valued and welcomed.
• Address guest needs promptly and professionally, building lasting impressions and guest loyalty.
• Oversee daily front office operations, including check-in/out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards.
• Recruit, train, and mentor front desk staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently.
• Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction.
• Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance.
• Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management.
• Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships.
• Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members.

What We Need From You:

• A natural people person who’s excited to take on a leadership role, with some experience in food and beverage.
• Strong communication skills, able to motivate and energise team members while keeping things running smoothly.
• Quick thinking and problem-solving skills to handle guest needs on the fly.
• Organised and adaptable, managing multiple tasks with ease.
• A team player through and through, ready to jump in wherever needed to support the crew.
• High energy and a flexible attitude, thriving in a fast-paced, lively setting.

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.