Guest Service Manager

When guests enter one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager youll deliver this through managing all aspects of the front office ensuring high standards are maintained. Youll also create a warm atmosphere that makes our guests feel at home in any location.
This position is part of the Front office team and is directly accountable to the Hotel Operations Manager. You are responsible for supporting the day-to-day operations.
Your day-to-day
Liaising between the Housekeeping and Maintenance departments and managing day-to-day staffing requirements, planning/assigning work.
Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance
Educate and train all employees in compliance with governmental and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
Promote teamwork and quality service through daily communication and coordination with other department heads
May assist with projects and assist various departments during high-volume periods
Review daily reports identifying opportunities within the hotel
Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Ensure your Reception team delivers great service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to engage with guests.
Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies
Perform duties as necessary, including supporting departments to ensure guest satisfaction
Comply with special needs and requests of the guests, VIPs and repeat visitors
Maintain and order supplies and equipment in a timely and efficient manner while minimizing waste and maintaining green initiatives (for example: container recycling and cleaning agents)
Developing and maintaining procedures for the hotel
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
Train team members on front office procedures and serve as a central communications point during emergencies/crises
Perform other duties as assigned and serve as Manager on Duty
What we need from you
Previous experience in IHG branded hotels in reception or reception management/supervisory positions
Outstanding communication and interpersonal abilities
Excellent organizational skills
Must speak fluent English
Why you should apply
Exclusive access to the employee recognition & reward scheme - Heeton Rewards
Service-based annual leave (increasing up to a maximum of 5 extra days)
Employee & Friends/Family discounted rates at Heeton-operated hotels and IHG employee travel Programme
Life Assurance, Income Protection and Employee Assistance Programme
Referral scheme
Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
Heeton is an expanding company which offers excellent career, training and development opportunities
Fantastic career potential with one of the UK's fast-growing hotel operators
Retention bonus on completion of 6 and 12-month service
A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are near, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process

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