Guest Service Manager

Job title:

Guest Service Manager

Company

RBH Hospitality

Job description

DescriptionJOIN US
Here at the Holiday Inn Express Limehouse we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the RBH hospitality industry, and we are always on the lookout for new talent to join us on our journey…OUR HOTELLocated in the vibrant Docklands area, near Canary Wharf and the City of London, Holiday Inn Express London – Limehouse is a 150-room hotel dedicated to providing exceptional guest experiences. We believe that our employees are the cornerstone of our success.We offer a dynamic and supportive work environment where team members can grow and thrive. With industry-leading training programs, flexible scheduling, and a culture that values every contribution, we empower our staff to deliver excellence daily.OUR BENEFITSYou will have access to a benefits package we believe truly works for our peopleHotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverageAn additional day’s leave for your birthday28 days holidays including bank holidaysFlexible working opportunitiesEnhanced Maternity, adoption & shared parental leaveRefer a Friend scheme (earn £250 for each referral up to 5 referrals)Flexible working arrangementsWage stream – choose how and when you get paidLife InsuranceEmployee Assistance ProgrammeSocial and wellness events and activities all year roundFree meals on duty saving you over £1000 per yearAnd much much more!A DAY IN THE LIFE OF A GUEST SERVICE MANAGER – RECEPTIONWhat you’ll be doing.Lead the front desk team with a friendly and proactive, making every guest feel welcome and taken care of from the moment they step in.Check guests in and out, including preparation of guest bills and authorising paymentsMaintain proper records of reservations, guest details, and billing informationOversee check-in and check-out processes, ensuring efficiency and accuracy.Supervise front desk staff and ensure they follow hotel policies and procedures.Ensure smooth coordination between front desk, housekeeping, and other hotel departments.Handle guest inquiries, complaints, and special requests professionallyEnsure all guests receive top-quality service throughout their stay.Monitor guest feedback and implement improvements to enhance customer satisfactionConduct regular stock checks for food, beverages, and bar supplies and ensure timely ordering to prevent shortagesConduct performance evaluations and provide feedback for improvement.Foster a positive and professional team environmentBe flexible at all times in order to cover the unexpected needs of the Hotel and outletsTo attend all relevant training as and when required by managementBe the go-to for front desk agents, offering guidance, training, and support to ensure high standards and a positive atmosphere.Tackle guest inquiries, special requests, and occasional challenges with confidence, turning every interaction into a great experience.Coordinate with housekeeping and maintenance to manage room availability and ensure every guest need is met.Maintain a welcoming and polished front desk area, setting the stage for a memorable guest experience.WHAT WE NEED FROM YOUA people-person with front desk or guest services experience, and ideally some leadership skills under their belt.Exceptional communication skills and a natural problem-solver, ready to step in when things get busy.Organised and detail-oriented, especially when handling guest reservations and billing accuracy.Team-focused and collaborative, creating a positive, supportive environment for colleagues and guests alike.Ready to make quick, confident decisions that keep things running smoothly.High energy and adaptable, thriving in a fast-paced, guest-facing role where every day brings something newEQUAL OPPORTUNITIESRBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact our hotel directly

Expected salary

Location

London

Job date

Thu, 27 Mar 2025 07:27:16 GMT

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