Guest Services Manager

Holland & Barrett; East Portlemouth; On-site; GBP 24,000 - GBP 30,000; Full time

Job summary

A boutique hotel in East Portlemouth is seeking a passionate individual to manage the Guest Services team. This permanent role involves overseeing guest check-in, enhancing service standards, and maximizing revenue opportunities. Candidates should have strong leadership skills, at least 5 years of experience in hospitality, and competency with technology. The position offers a competitive salary and a range of benefits. Join a company committed to delivering exceptional guest experiences.

Qualifications

• Minimum 5 years experience in hospitality or hotels.
• Strong leadership skills and respectful demeanor.
• Ability to develop and train Guest Services SOPs.

Responsibilities

• Manage and motivate the Guest Services teams.
• Maximise occupancy and revenue.
• Handle guest complaints and feedback.

Skills

Leadership skills

Communication

Hospitality experience

Commercial awareness

IT competence

Education

General education with professional development

Tools

RMS Booking System

Job description

Hours of work:

40 Hours per week – Permanent contract

Salary:

Up to £29,355 dependant on experience

What we need in a nutshell

Overseeing the Guest Services team ensuring a seamless check in process while proactively looking to mitigate guest frustrations and encourage timely service recovery. Maximising revenue opportunities through effective management of all hotel rooms, while encouraging upgrades to existing business.

Who are we?

We are Gara Rock a Boutique Hotel and Restaurant perched on a clifftop right on the South West Coast path and just across the water from Salcombe.

We’re relaxed, friendly and down to earth. And we’re devoted to making sure our guests and Visitors have the best time with us. Right now, we’re looking for some talented awesome individuals to join our team and help us deliver our Gara Rock experience.

We are a dynamic and growing company, shaking up the Great British holiday. At our amazing UK resorts we pull out all the stops and add the bells and whistles to give our guests the holiday of a lifetime. Find out more about our holiday experience on our website: http://www.awayresorts.co.uk .

What you’ll be doing

Through clear and consistent leadership, you will be managing and motivating the Guest Services teams to ensure they are equipped and excited to enable our Guests to have the best holiday ever, with the attention to detail that has become synonymous to the standards expected at an Away Resorts destination.

Your responsibilities will include:

• Looking for ways to improve and develop service standards.
• Working with yield and inventory to maximise occupancy and tariff.
• Working closely with the Maintenance Team and Accommodation Team to ensure that all accommodation is sparkling and well-maintained with everything working.
• Ensuring the Guest Services team represent the Hotel well and have a can-do, problem-solving attitude, ensuring our Guests are looked after and will come back!
• Managing complaints and monitoring guest feedback, onsite and via social media
• Managing and motivating your team, including recruitment, performance reviews, development and all the paperwork that goes with it
• Analysing trends to build the strategy, policies and procedures that deliver improvements and maximise sales opportunities
• Managing the P&L for your department

Skills, experience, and qualities you’ll need

If you can demonstrate the following, we’d love to hear from you:

• A good level of general education with evidence of personal and/or professional development
• Experience within the hospitality sector or similar within Guest Services
• Strong leadership skills: approachable, leading by example and respectful of their team at all times
• A great communicator and able to accept and act upon feedback
• Commercially astute and competent with IT and technology
• Experience with RMS Booking System
• Ability to write key SOP's for the Guest Services
• Ability to train the team in key pieces of Guest Services
• Have a minimum of 5 years experience within Hospitality/Hotels

It’s about your values too. We have a can-do, fun-loving, people-centred ethos here at Away Resorts, which is captured by our holiday heroes’ mantra of Attentive Amazing Lovers - have a read about it on our website and decide if it describes you.

What we can offer you

This is an exciting and varied role as part of our senior management team. We look after you with a great range of benefits, including: