This role? It’s ALL about the guest and delivering an outstanding service for them during the night.
As a Guest Services Manager, you are responsible for managing all guest operations, guiding and supporting a team of Guest Service Assistants. Through hands-on leadership, you will ensure your team delivers an outstanding guest experience, one that consistently achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improving the guest experience.
What you’ll be doing
1. To lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the night
2. Offering full services, wherever practical, to all residents; including bar service, 24-hour room service and guest information
3. Carrying out all Night Audit procedures
4. Ensuring that every guest experiences a safe visit, conducting regular security and clock rounds
5. Engage, build and develop relationships with any late arrival guests, assessing their needs and flexing style and approach appropriately
6. Demonstrate and lead by example in the execution of
7. Being attentive to all guests
8. Accurately and promptly fulfilling guest requests
9. Understanding and anticipate guest needs
10. Maintaining a high level of knowledge which will enhance the guest experience
11. Demonstrating a service attitude that exceeds expectations
12. Take appropriate action to resolve guest complaints
13. Lead, motivate and develop any Nights Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture.
What’ll make you a great fit
14. You’ll need to be a night owl given the hours you’ll be working
15. It doesn’t matter where you’ve gained your supervisory experience, as long as you have proven leadership experience and incredible customer service abilities
16. You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
17. Forward-thinking and innovative
18. Financially and commercially astute
19. You’ll love people – and as a result, have great interpersonal and communication skills
20. Details? You love them! You’ll be incredibly attentive with guests as a result
21. Flexible and able to remain focused on results under pressure and to challenging deadlines
22. Self-motivated and confident
23. Hard-working but FUN!
Our amazing benefits
24. Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates
25. Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
26. We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
27. Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
28. FREE membership to the Leisure Club
29. Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
30. KewFest, Employee Appreciation Week, and Awards evening are all annual events.
31. Progression and room to grow, with opportunities across the UK and internationally
32. Flexible attitude and working hours.
33. Mental Health Support with our 24/7, 365 Employee Assistance Line