Guest Services Manager

InterContinental Hotels Group PLC; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hotel company in Manchester is seeking an experienced Guest Services Manager to join their team. The role involves ensuring a positive guest experience, managing the Concierge team, and supporting the Front Office. Ideal candidates will have over 2 years of Front Office management experience, strong leadership skills, and a passion for customer service. The position offers extensive training and benefits, including 31 days of holiday and discounts across hotels globally.

Benefits

Extensive training

Career progression opportunities

32+ days of holiday

Financial wellbeing app

Meals while on duty

Taxi subsidy

Life insurance

Hotel and restaurant discounts

Employee referral program

Qualifications

• 2+ years of Front Office duty management experience in a similar property.
• Proven success in customer service and handling complex requests.
• Experience with loyalty schemes and enrolments.

Responsibilities

• Ensure a positive and memorable guest experience.
• Manage Concierge team and cover Duty Manager shifts.
• Support Front Office Team to provide seamless service.

Skills

Front Office duty management

Team leadership

Strong organization skills

Customer service

Ability to work under pressure

Awareness of market trends

Tools

Opera

Job description

Hotel: Clocktower Hotel (MANOS), Oxford Street, M60 7HA

A fantastic opportunity for a Guest Services Managerto join us at Kimpton Clocktower on a Full-Time contract!

Kimpton Clocktower is all about providing a contemporary luxury hotel experience whilst building heartfelt human connections with guests and colleagues – we call it Stay Human. What more could you ask? It’s not just the humans who feel this, we extend this to all our furry friends, because our heartfelt connection does not end with humans!

Our Guest Services Manager enjoys a range of benefits including:

• Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities!
• Extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice
• Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• Taxi subsidy for shifts starting/ending between 23:00-06:00.
• Meals whilst on duty
• 31 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated)
• We provide every colleague company sick pay and life insurance
• Amazing discounts for our hotels and restaurants around the world
• Discounts from over 15,000 stores – all the way from retail to cinema
• Don’t forget, bring your friends and take part in our generous ‘Refer a Friend’ programme!

As a Guest Services Manager, you will play a crucial role in ensuring that all guests and visitors have a positive and memorable experience from the moment they enter our premises, as well as managing the Concierge team and covering Duty Manager shifts. You will be managing the shift you are working, dealing with complex guest requests or complaints and making sure all tasks within the Team have been completed, while supporting both the Front Office Team and wider Hotel Teams to ensure we are providing our guests with a seamless service. This position is ideal for someone who is passionate about customer service, enjoys interacting with people, and has a keen eye for detail.

Our Guest Services Manager communicates both internally within the front office and externally, with the wider hotel team and immediate locale, to ensure the guest experience is personalised and always exceeds expectations.

To succeed as our Guest Services Manager, you will need:

Front Office duty management and team leadership experience for 2+ years in a property of similar size & standard

Strong organisation skills and ability to work in high pressure environments – you will be someone who is keen to advance their career within the Hospitality industry!

Proven track record with success at working with loyalty schemes and enrolments, previous experience working with Opera is a plus!

An awareness of market trends and the ability to implement new initiatives

• Overall, a willingness to help out across our Hotel departments to ensure our guests are receiving a Kimpton 5* service

Our passion is YOU…come as you are!

Here, you will have space to:

• Be yourself- bringing the real you to work, with your unique personality we want you to be who you are!
• Lead yourself – we trust you to make decisions and exert your creativity in order to provide our guests with heartfelt human connections, we trust you to do right!
• Make it count– you matter, and we will provide you with all the tools you need in order to create ridiculously personalised experiences for our guests every day!

If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today to join us as a Guest Services Manager !

You must meet the legal requirements to work in the UK.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Who we are

Kimpton Hotels & Restaurants crafts unique destinations that kindle heartfelt human connections. Our bespoke spaces blend spirit, style and delight to create an addictive culture of refined irreverence where locals, visitors & colleagues seamlessly connect.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.