Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the Guest Services team to ensure an unforgettable experience for every guest.
- Company: Join The Alexander Hotel Collection, a leader in luxury hospitality.
- Benefits: Earn £27,500 plus monthly service charge, with generous holiday and discounts.
- Why this job: Be the face of our hotel, creating memorable moments for guests every day.
- Qualifications: Experience in hospitality and a passion for guest service are essential.
- Other info: Enjoy a vibrant work environment with opportunities for growth and development.
The predicted salary is between 22000 - 33000 £ per year.
Join to apply for the Guest Services Manager role at The Alexander Hotel Collection
Alexander House Hotel & Utopia Spa, East Street, Turners Hill, East Grinstead, Turners Hill, East Grinstead, West Sussex, RH10 4QD
The Role
A smart, friendly, well organised, guest service focused individual is sort to complete our Guest Services team. You must have a five-star smile! and a warm welcoming and approachable personality. You are 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 the time a guest enters the hotel and spa to the time they pay their bill and leave. Your actions and focus will determine the guest satisfaction levels and the extent to which they get the most out of their stay.
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.
- Ensuring that during the shift all departments are correctly staffed to provide the best levels of service.
- Ensuring 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.
- Assisting departments at peak periods to ensure service levels are achieved.
- Welcoming arriving guests and acknowledging VIPs, returning guests, those celebrating a special event and those with special requirements.
- Liaison with all departments to ensure the operation runs smoothly throughout the day/evening.
- Carry the Guest Services phone at all times so you can be a point of contact with operational staff to support and coach 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 acting 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
The 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
In addition you will benefit from a range of company benefits including:
- 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
- Other benefits on anniversaries including your birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service related holiday
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- Hospitality
#J-18808-Ljbffr
Guest Services Manager employer: The Alexander Hotel Collection
Contact Detail:
The Alexander Hotel Collection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Manager
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with The Alexander Hotel Collection and its services. This way, when you chat with the hiring team, you can show off your knowledge and passion for guest services.
✨Tip Number 2
Practice your five-star smile! When you meet the team, be warm and approachable. Remember, they’re looking for someone who can create a welcoming atmosphere for guests, so let your personality shine through.
✨Tip Number 3
Be ready to share your experiences! Think of examples where you've gone above and beyond for guests or resolved complaints effectively. This will demonstrate your genuine desire to serve and your ability to handle challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our fantastic team at The Alexander Hotel Collection.
We think you need these skills to ace Guest Services Manager
Some tips for your application 🫡
Show Your Personality: When writing your application, let your warm and friendly personality shine through! We want to see that five-star smile in your words. Remember, you're applying for a guest-focused role, so make sure your passion for service comes across.
Tailor Your Experience: Make sure to highlight your operational hotel experience, especially in food and beverage and front of house departments. We’re looking for someone who can coach and direct staff, so share specific examples of how you've done this in the past!
Attention to Detail: As a Guest Services Manager, attention to detail is key. Ensure your application is free from typos and errors. A well-organised application reflects your ability to maintain high standards, just like we do at The Alexander Hotel Collection.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at The Alexander Hotel Collection
✨Show Off Your Smile
Since a five-star smile is a must for this role, practice your warmest greeting before the interview. Think about how you can convey friendliness and approachability right from the start, as this will set the tone for your interaction.
✨Know the Hotel Inside Out
Familiarise yourself with The Alexander Hotel Collection and its services. Be ready to discuss what makes their guest experience unique and how you can contribute to maintaining that five-star standard. This shows genuine interest and preparation.
✨Demonstrate Your Organisational Skills
Prepare examples of how you've successfully managed busy shifts or resolved guest complaints in the past. Highlight your ability to coach staff and ensure smooth operations, as these are key responsibilities in the role.
✨Ask Thoughtful Questions
At the end of the interview, ask questions that show your enthusiasm for the role and the hotel. Inquire about their approach to guest satisfaction or how they handle peak periods. This not only demonstrates your interest but also gives you insight into their operations.
