Guest Services Supervisor

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you’ll deliver this through managing all aspects of the front office; you’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your day-to-day

People

• Plan and assign work during a shift to ensure all tasks completed
• Provide mentoring, coaching and regular feedback to improve team member performance
• Educate and train team members in compliance with UK laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
• Ensure your team are properly trained on systems, security, service and quality standard
• To manage housekeeping on shift , checking rooms , when necessary cleaning rooms , public area , toilets - ensuring the building is kept clean and tidy.

Financial

• Oversee day /night audit function and preparation of daily financial reports

Guest Experience

• Ensure your team delivers great service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies, ensuring the safety and security of the building for the staff and guests.

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations
• Perform other duties as assigned. May also serve as Manager on Duty

What we need from you

• Excellent customer service skills
• Previous experience in a hotel reception or reception management position
• Must speak fluent English
• Secondary Education preferred

Why you should apply

• Annual bonus for all Team Members
• Fantastic career potential with one of the UK's fastest growing hotel operators
• Employees staff rates across our properties
• Complimentary overnight stays in our properties
• Retention bonus on completion of 3 and 6 month service
• Service based annual leave (increase up to a maximum of 5 extra days)
• Apprenticeships with HIT training
• On-site parking

Just over two hours from both London and the Cotswolds, the city of Gloucester is rich with attractions including Gloucester Cathedral. At just over 20 minutes away, Cheltenham Racecourse promises an exhilarating day out.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process