Guest Services Manager

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We're recruiting for a Guest Service Manager to join the team!

Are you a current Reception or Restaurant Supervisor ready for your next step? Or maybe you're already a Front Office or F&B Manager, ready to expand your knowledge across all areas of hotel operations.

This role? It's ALL about the guest and delivering an outstanding service for them. And ensuring your team do the same.

Through hands-on leadership, you will ensure your team achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies to continuously improve the guest experience.

What you'll be doing:

• You will specialise in Front Office/Food & Beverage/Meetings & Events, but you'll have a deep understanding of all areas of the Guest Service department in order to support your team in delivering whatever the guest needs across all guest facing areas of the operation.
• Working alongside the other Guest Service Managers to lead and support a single multiskilled Guest Service Team in delivering excellent service across all guest facing areas of the operation.
• Collaborating with other functional leaders within the business to ensure smooth operation across departments.
• Reviewing and responding to guest reviews, using feedback to develop and improve guest service within the hotel.
• Ensuring that all Health and Safety standards are met and properly recorded to keep our guests and teams safe.
• Train, develop, motivate and nurture our Guest Service colleagues to give them the skills they need to excel.
• Supporting and driving the performance of your team, conducting frequent job-chats that seek to enhance performance and where required, manage underperformance.
• Lead by example, spending time with your team to coach in the moment and demonstrate a positive attitude, attentive service, anticipation of guest needs and how to embody our company values and brand service standards.
• You will empower and encourage your team to take ownership of complaints and support them to find a resolution, acting as the safety net or first point of escalation for any problems a Guest Service Assistant is unable to resolve themselves.
• Building a sales culture across the Guest Service Team whilst executing sales initiatives to maximise room and M&E sales.

What'll make you a great fit?

• You'll have experience as an Operational Department Manager (Reception, Food & Beverage or Events) within a fast-paced hotel/hospitality environment
• You love to pursue outstanding. You are constantly looking for that one extra thing that will make someone's day. You act with integrity at all times and are excited to develop your team and lead from the front.
• You focus on the details! Whether it's making sure the numbers add up, the tables are set just so or the team pick up on key pieces of information to create a wow moment for our guests, you pick up on the little things that make a big difference.
• You'll love people - and as a result, have great interpersonal, communication and leadership skills. You take a holistic approach to leadership and performance, focused on the whole person and following our processes to make sure everyone is treated fairly.
• You are a pragmatic leader. You are a cool problem solver, calm under pressure and focused on finding sensible solutions.
• You are flexible and able to remain focused on results when working to deadlines
• You'll enjoy using tech - we have lots of it to make your life easier and our guests experience more seamless
• Self-motivated and confident
• Hard-working but FUN!

Our amazing benefits

• Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates as cheap as £35 per night!
• Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
• We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
• Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
• FREE access to the Leisure Club
• Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
• KewFest, Employee Appreciation Week, and the Kew Green Awards Evening are all annual events.
• Mental Health and Legal Support with our 24/7, 365 Employee Assistance Line

Who are Kew Green Hotels?

Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we focus on the details. We know that each and every member of our team love to pursue outstanding - and we respect our people and the incredible work they do to look after our guests. And in return? Not only do we offer a highly competitive benefits package, but through our internal career development opportunities and external apprenticeship provider, we also support you wholeheartedly in your own personal pursuit of outstanding.

With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.

Irrespective of whether we are finding new ways to take care of our guests or supporting departments we've never worked in before - here at Kew Green Hotels, our obsession over the little details is who we are.

When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.