Guest Service Manager

IG2 7RH, Ilford
27 Oct 2017
26 Dec 2017
Contract Type
Job Level
We are looking for an experienced Guest Service Manager to join the team at Holiday Inn Express Newbury Park. The hotel has 126 bedrooms, 5 conference rooms, bar and lounge.

The Guest Service Manager will ideally have previous experience working in a hotel - Amadeus PMS (formally Brilliant) experience - preferred but not essential.

As a Guest Service Manager, you will be expected to maintain and provide excellent customer service at all times and provide assistance and support to the team.

Duties and responsibilities of the Guest Service Manager:

- Deputise in the absence of Senior Management and make necessary decisions within given guidelines
- Carry out Duty Management shifts, ensuring the smooth operation of the business and the safety of staff and guests
- Manage & motivate staff, complying with employment law and company policies/procedures
- Provide required daily & monthly reports
- Maintain up-to-date knowledge of the hotel rates and promotions and take an active role in the reservations and sales function of the hotel
- Actively seek to maximise occupancy and yield
- Manage and drive quality of hotel and service
- Ensure customer care and guest satisfaction at all times
- Complete banking on a daily and weekly basis
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development
- Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained
- Check guests in and out, including preparation of guest bills and authorising payments
- Responsible for cash handling including float and banking
- Dealing efficiently with day to day billing and guest service queries
- Report anything considered a health and safety hazard
- Prevent abuse and/or destruction of hotel property
- Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets
- Responsible for looking after Hotel property at all times
- Ensure safety and hygiene standards are met
- To attend all relevant training as and when required
- To ensure that the company dress code is always adhered to

Shifts: Early, Late, some night shifts might be required
40 hours per week. Any 5 days/nights out of 7, including weekends or bank holidays
Salary: £16.5k

Ideally you will have experience in duty management and be effective at motivating a team to achieve up sell targets. It is preferable that you have experience in training and coaching team members and be proficient in Opera or Amadeus (Brilliant) PMS.

To be successful the ideal candidate will have excellent communication skills, be observant, self motivated and target driven. Being well organised and detail orientated is necessary and having a flexible approach and being able to adapt quickly to change is also key in this role. You should have proven customer service skills and the ability to anticipate guest needs, be punctual, reliable and professional with the ability to remain calm in stressful situations.

This is a great opportunity to be part of a growing company. If you feel you have the desire and skills necessary to succeed as a Guest Service Manager with us then please apply, do not forget to attach your CV to be considered.

Candidates must be eligible to live and work in the UK on a long term basis.

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