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22 days ago
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Concierge Manager - Guest Services Manager


GLH Hotel Management
Location: London
Job type: Permanent
Sector: Front of House
Category: Waiting Staff Jobs
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* Work with the FOH manager to ensure that the arrival & departure experience is friendly and efficient for all guests.

* Work with the Guest Services team to ensure that they are adding value to the guest experience.

* Ensure the guest service team is multi skilled so they can all cover both roles and that optimal staffing levels deliver a great guest experience in a cost effective way at all times of the day and night.

* Ensure that the Guest Service Exec is aware of special requests, VIPs and regular guests and that all their requirements are met.

* Identify training needs and deliver guest experience training to all new hotel employees, and those receiving frequent complaints or not delivering to the required standard.

* Responsible for responding to and resolving all post stay guest complaints and issues.

* Ensure that the hotel operation is set up to resolve in stay complaints quickly and efficiently.

* Analyse the reasons for the complaints and work with the other hotel departments to ensure issues are resolved to prevent further complaints about the same issue.

* Respond positively to all guest comments on relevant channels including trip advisor, booking. com, expedia.

* Actively organise, oversee and maintain high levels of service within designated areas; Ensure that all opportunities are taken both to promote products to our guests and increase our customer base.

* Has an operational knowledge of all reception services and procedures, together with reservations systems, switchboard, other internal / external communication methods and guest services. and be the Manager on duty when required

* Ensure that senior management are kept informed of problems and opportunities.

* Be present and provide support as required across departments in the hotel (e.g. reception during busy check in/out, restaurant during breakfast, working as part of the Guest Services team ).

* Talk to guests on a regular basis and act on any relevant feedback

* Carry out inspection tours of the hotel and grounds “through the guest’s eyes”.

* Handle problems and difficult situations on behalf of senior management if not on site.

* Assist in other departments during emergencies or as deemed necessary by the General Manager.

* Carry out other duties/tasks including VIP and regular guest recognition, profile updates and signature recognition as well as pre-check-ins and amenity distribution.

* Deal with guest complaints and make compensatory allowances within agreed function limits.

* Control departmental costs and expenses within budget.

* Encourage energy saving and other environmental initiatives, without detrimental effect on guest service or safety.

* Optimise the use of Review Pro and other sources of Guest Feedback and provide a summary and action plan to colleagues.

* Be aware of other guest experience initiatives and technology being used in competitors and make recommendations for improvement in glh.

* Work with other GSM’s within glh to improve guest service.

MANAGEMENT RESPONSIBILITIES

* Establish and promote good internal relationships within your department, hotel, and the support office ensuring that they all understand the importance of the guest and how they contribute to the guest experience.

* Manage access to guest information in a professional and confidential manner in line with GDPR requirements.

* You are responsible for the performance of your team and must ensure you are aware of and adhere to the company’s rules and procedures

* Engage with the continuous process of training and development including your role in the completion of setting KRAs; one-to-ones and Performance appraisals.

* Complete and comply with all relevant training (including Company policies, Company procedures and policies specific to your workplace). These include, but are not limited to; Health & Safety, Fire, COSHH, Food Safety and Licensing, Fire Procedures, Bomb Procedure and Premises Licensing arrangements. Training may take place via the Company e-learning system or by other means.

* You will need to have an element of multi skilling within your current role and be able to support other departments to enhance your own development and fulfil your role as a member of the hotel management team.

What we look for

* Guest focussed with a passion for great service and guest satisfaction.

* Experienced line manager

* Empathetic and able to build relationships with guests and colleagues

* An open personality who is relaxed and natural in their interactions

* Accurate with good attention to detail and excellent written English skills

* Able to create a positive first impression and be an ambassador for the brand and GLH

* Can demonstrate commercial awareness within the context of their role

* Can train and influence others to drive a guest ethos

* Good knowledge of social media sites.

EDUCATION/PROFESSIONAL QUALIFICATIONS

* Good written and spoken English

* Numerate with knowledge of Exel.

* Ideally with a relevant degree or HND in hospitality or marketing.

Candidates must be eligible to work in the UK

What's in it for you?

* Enjoy a stay in our hotels for as little as £30 per night, plus get rooms for Family & Friends for as little as £45!

* Half price food and drink at any GLH hotels, for you and your friends!

* Generous employment Referral Scheme Program - up to £1000 per friend

* Money off your shopping at Tesco’s, Boots, H&M, John Lewis, M&S, ASOS, Apple, The North Face and many more high street stores

* Reduced gym memberships and online classes

* Access to 24/7 Employee Assistance Programme – anonymous help, advice and support on any issues you may be experiencing.

* Pension Scheme - additional employer contribution

* Access to a wide range of online training resources

* Apprenticeships available
* Work with the FOH manager to ensure that the arrival & departure experience is friendly and efficient for all guests.

* Work with the Guest Services team to ensure that they are adding value to the guest experience.

* Ensure the guest service team is multi skilled so they can all cover both roles and that optimal staffing levels deliver a great guest experience in a cost effective way at all times of the day and night.

* Ensure that the Guest Service Exec is aware of special requests, VIPs and regular guests and that all their requirements are met.

* Identify training needs and deliver guest experience training to all new hotel employees, and those receiving frequent complaints or not delivering to the required standard.

* Responsible for responding to and resolving all post stay guest complaints and issues.

* Ensure that the hotel operation is set up to resolve in stay complaints quickly and efficiently.

* Analyse the reasons for the complaints and work with the other hotel departments to ensure issues are resolved to prevent further complaints about the same issue.

* Respond positively to all guest comments on relevant channels including trip advisor, booking. com, expedia.

* Actively organise, oversee and maintain high levels of service within designated areas; Ensure that all opportunities are taken both to promote products to our guests and increase our customer base.

* Has an operational knowledge of all reception services and procedures, together with reservations systems, switchboard, other internal / external communication methods and guest services. and be the Manager on duty when required

* Ensure that senior management are kept informed of problems and opportunities.

* Be present and provide support as required across departments in the hotel (e.g. reception during busy check in/out, restaurant during breakfast, working as part of the Guest Services team ).

* Talk to guests on a regular basis and act on any relevant feedback

* Carry out inspection tours of the hotel and grounds “through the guest’s eyes”.

* Handle problems and difficult situations on behalf of senior management if not on site.

* Assist in other departments during emergencies or as deemed necessary by the General Manager.

* Carry out other duties/tasks including VIP and regular guest recognition, profile updates and signature recognition as well as pre-check-ins and amenity distribution.

* Deal with guest complaints and make compensatory allowances within agreed function limits.

* Control departmental costs and expenses within budget.

* Encourage energy saving and other environmental initiatives, without detrimental effect on guest service or safety.

* Optimise the use of Review Pro and other sources of Guest Feedback and provide a summary and action plan to colleagues.

* Be aware of other guest experience initiatives and technology being used in competitors and make recommendations for improvement in glh.

* Work with other GSM’s within glh to improve guest service.

MANAGEMENT RESPONSIBILITIES

* Establish and promote good internal relationships within your department, hotel, and the support office ensuring that they all understand the importance of the guest and how they contribute to the guest experience.

* Manage access to guest information in a professional and confidential manner in line with GDPR requirements.

* You are responsible for the performance of your team and must ensure you are aware of and adhere to the company’s rules and procedures

* Engage with the continuous process of training and development including your role in the completion of setting KRAs; one-to-ones and Performance appraisals.

* Complete and comply with all relevant training (including Company policies, Company procedures and policies specific to your workplace). These include, but are not limited to; Health & Safety, Fire, COSHH, Food Safety and Licensing, Fire Procedures, Bomb Procedure and Premises Licensing arrangements. Training may take place via the Company e-learning system or by other means.

* You will need to have an element of multi skilling within your current role and be able to support other departments to enhance your own development and fulfil your role as a member of the hotel management team.

What we look for

* Guest focussed with a passion for great service and guest satisfaction.

* Experienced line manager

* Empathetic and able to build relationships with guests and colleagues

* An open personality who is relaxed and natural in their interactions

* Accurate with good attention to detail and excellent written English skills

* Able to create a positive first impression and be an ambassador for the brand and GLH

* Can demonstrate commercial awareness within the context of their role

* Can train and influence others to drive a guest ethos

* Good knowledge of social media sites.

EDUCATION/PROFESSIONAL QUALIFICATIONS

* Good written and spoken English

* Numerate with knowledge of Exel.

* Ideally with a relevant degree or HND in hospitality or marketing.

Candidates must be eligible to work in the UK

What's in it for you?

* Enjoy a stay in our hotels for as little as £30 per night, plus get rooms for Family & Friends for as little as £45!

* Half price food and drink at any GLH hotels, for you and your friends!

* Generous employment Referral Scheme Program - up to £1000 per friend

* Money off your shopping at Tesco’s, Boots, H&M, John Lewis, M&S, ASOS, Apple, The North Face and many more high street stores

* Reduced gym memberships and online classes

* Access to 24/7 Employee Assistance Programme – anonymous help, advice and support on any issues you may be experiencing.

* Pension Scheme - additional employer contribution

* Access to a wide range of online training resources

* Apprenticeships available
Apply on company site

Email me jobs relevant to my job search

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