Alexander Hotels

Guest Services Manager - Langshott Manor, Surrey

Location
Horley, Surrey
Salary
£18,000 - £19,000 including guaranteed service charge payment
Posted
28 Sep 2016
Closes
20 Oct 2016
Ref
LM
Job Type
Full Time

SCOPE

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 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. 

MAIN DUTIES

  • 5 days per week, flexible shifts covering daytime and evening shifts, including weekends
  • 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

 

SALARY & BENEFITS

£18 - £19,000 including guaranteed service

  • 4 weeks holiday
  • 8 Bank holidays
  • Free car parking
  • Employee uniform

Following completion of the company's 3 month probationary period access to 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 In additional 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   

Apply for Guest Services Manager - Langshott Manor, Surrey

Already uploaded your CV? Sign in to apply instantly

All answers are required

Apply
}

Upload from your computer

Or import from cloud storage

Your CV must be a .doc, .pdf, .docx, .rtf, and no bigger than 1MB


4000 characters left

All questions are required

Do you have current valid permission to take paid employment in the UK?

Are you able to rellocate to within a reasonable travel distance of the hotel?



By applying for a job listed on Leisurejobs you agree to our terms and conditions and privacy policy. You should never be required to provide bank account details. If you are, please email us.