Guest Services Manager - Hotel - Dartford

Job Description

Guest Services Manager - hotel - DartfordGuest Services Manager required to join the hotel operations management team of a hotel located in the Dartford / Wilmington area. Transport will be required due to the shift work. This role will report to the hotel General Manager and thehotel Operations Manager.The Role of the Guest Services ManagerA smart, friendly, well organised, guest service focused individual is sought to complete the Guest Services team. You will have a winning smile and a warm welcoming and approachable personality. You are key to their guest service experience. You will completeDuty Management shifts with an emphasis on guest care & interaction to ensure total guest enjoyment from the time a guest enters the hotel to the time they pay their bill and leave. Your actions and focus will determine the guest satisfaction levels and theextent to which they get the most out of their stay.

• 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 are presented to an excellent standard at all times.
• Hold the Daily 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 for the role of Guest Services Manager

• 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 salary for Guest Services Manager is given as £26,000 / per annum (£25,000 plus £1,000 per annum guaranteed service charge payment paid quarterly) An additional end of financial year service charge bonus also paid and further company benefits. Transport would be required due to shift work.

Please send an up-to-date copy of your Curriculum Vitae.N.E. Recruitment is acting as an Employment Agency in relation to this vacancy.We look forward to receiving all applications, however due to the high number of applications, we are only able to contact candidates which closely match the level of skills and experience of the requirements of our clients. However, for more informationor opportunities please contact us or forward your cv for consideration.Candidates must be eligible to live and work in the UK.

Keyskills :
EventsFood ServiceHotel ManagementManagementduty manager