Guest Services Manager

Here at Holiday inn Express Leeds East, we are looking for the best individual to manage the day to day running of the Hotel, this will be your hotel!

We are looking for the right individual to expand this even further by demonstrating excellent leadership skills, organisational skills, and having the ability to bring multiple departments together to work as one great team!

This is a hands-on, strategic role with the opportunity to be developed further by the Cluster General Manager.

We want our team members to enjoy coming to work and provide a friendly and supportive environment for you to work in. You will develop personally through meeting and working with people from all over the world as we create memorable guest experiences together, and for those keen to develop you will have the opportunity to explore the business with various career options. In addition, on offer:

• 28 holiday days 
• Heavily discounted hotel stays and food & beverage discounts at our other Splendid properties
• Worldwide IHG discount
• Amazing high street and lifestyle savings for you and your family
• Uniform
• Automatic enrolment into a workplace pension scheme
• 24/7 Employee Assistance Programme for you and your family

Holiday Inn Express York is a busy hotel on the outskirts of the city, used an ideal base for our guests to either visit or work in the city. The hotel is based centrally to the M1, M62 & A1, in Oulton South East Leeds, and has 77 bedrooms and a busy conference suite. A Toby Restaurant on site and good links to central Leeds.  

The team is very passionate, enthusiastic, and very energetic! The culture in the hotel is very important, and that is: trying to deliver the Hotel’s goals and objectives whilst at the same time creating a fun and great work/life balance for all!

Key responsibilities:

• To enhance the guest experience through knowledge and understanding of the local area 
• Be readily available for the teams and hotel guests, and work with the Cluster General Manager to ensure a high level of quality for all services.
• Ensure all Hotel policies and standards are adhered to
• Ensure Guest satisfaction when handling complaints and coming up with solutions, analysing and replying to guest’s feedback, oversee the hotel’s quality performance. 
• To manage the guest experience through tracking guest feedback and actioning accordingly  
• Complete Relevant Quality Action plans and subsequent training  
• Participate in the recruitment and selection of new employees. Develop, coach and train the team, conduct performance reviews.  
• To support all teams operationally covering the roles of GSA and GSS as needed 
• To monitor shift procedures, ensuring checklists are completed in the correct manner and that they are consistent.
• To complete Daily/Weekly Health & Safety Checklists and action 
• To ensure that all monies are kept in a safe and secure area adopting the hotels cash handling procedures. 
• To be proactive in generating sales and referring sales leads as well as upselling products and services where possible (for example, F&B & local rooms contracts)
• Work with the General Manager to ensure payroll targets are in line with the business levels.
• Be their for leadership support for the HK and Reception GSS’s and their teams by setting a great example for the team to follow.

Does this role suit your skillset, and does it sound exciting to you?

Apply now, this takes just seconds using our careers page, then we will be in contact and arrange the first steps for potentially your new and exciting role!

The Splendid Hospitality Group is an equal opportunities employer, committed to hiring a diverse workforce and sustaining an inclusive culture.