Guest Services Manager in East Grinstead

Alexander House Hotel & Utopia Spa, part of Alexander Hotels, is a private group of quality hotels just outside London. Located at East Street, Turners Hill, East Grinstead, West Sussex, RH10 4QD. The Place is a 5 Red Star award-winning Utopia Spa, featuring 58 bedrooms including the new luxury Cedar Lodge development and a 2-bedroom self-contained Gatehouse. We have two award-winning restaurants – Reflections Restaurant (2 Rosette x 60 covers) and AG’s Restaurant (3 Rosette x 35 covers) – along with a range of conference and banqueting and private dining rooms catering for 8 to 95 guests.

The Role

A smart, friendly, well-organised, guest service focused individual is sought to join our Guest Services team. You must have a five-star smile, a warm welcoming and approachable personality, and will be key to our guest service experience. You will complete Duty Management shifts with an emphasis on guest care & interaction to ensure total guest enjoyment from entry to checkout.

Responsibilities

• 5 days 40 hrs per week, flexible shifts covering daytime and evening shifts, including weekends (7am – 3.30pm and 2.30pm to 11pm)
• Complete Duty Management shifts as detailed on the early/late shift checklists.
• Ensure all departments are correctly staffed to provide the best levels of service.
• Ensure all staff on duty in all areas are presented to the required standard.
• Ensure all areas of the hotel and spa are presented to a 5 Star standard at all times.
• Hold the Daily Dash meeting with all operational Heads of Department to cover the business of the day and ensure any challenges are anticipated and agree a plan to overcome them.
• Assist departments at peak periods to ensure service levels are achieved.
• Welcome arriving guests and acknowledge VIPs, returning guests, those celebrating a special event and those with special requirements.
• Liaise with all departments to ensure the operation runs smoothly throughout the day/evening.
• Carry the Guest Services phone at all times to support and coach operational staff and action solutions where challenges arise.
• Resolve all guest complaints and ensure guest satisfaction prior to departure.
• Responsible for health and safety, fire safety and procedures during your shift.
• Ensure an effective handover to the next Duty Manager to assist with continuity of service.
• During busy arrival or departure periods act as Host Manager in hotel reception, welcoming arrival/departing guests and co-ordinating concierge and supporting reception.

Requirements

• Excellent standard of personal appearance
• Friendly and confident communicator in person, on the telephone and in writing
• Warm and friendly disposition
• Genuine desire to serve our guests
• Ability to coach and direct staff while on shift
• Organised and good attention to detail
• Must hold operational hotel experience across a range of food and beverage as well as front of house departments to be considered

Benefits

• £27,500 per annum + monthly service charge payment.
• 4 weeks holiday rising to 5 weeks with service
• 8 Bank holidays
• Free car parking
• Employee uniform
• Discounted hotel accommodation for yourself and your family at all hotels.
• Discounted hair treatments at our two Utopia Spas.
• Discount off all food & beverage at all hotels.
• Discount of individual treatments booked in our two Utopia Spas.
• Discount on retail products in our two Utopia Spas.
• Refer a friend staff recruitment scheme.
• In addition, you will enjoy a range of other benefits when you celebrate your 1 yr, 3 yr and 5 yr anniversary including your birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service related holiday.