Job Information
IHG Franchise Hotel - Guest Services Manager / Front Office in United Kingdom
This job posting is for a position at a Hotel owned and operated by an independent franchisee, not by IHG or its affiliates. IHG has no involvement in the hiring or day-to-day employment policies or practices of franchisees .
By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates, and IHG will not be your employer .
About Us
voco Reading Hotel has a fantastic opportunity to join the team
as a Guest Services Manager
voco Reading, adjacent to Reading Select Car Leasing Stadium, our modern hotel has thoughtful touches and distinctive design, guests can take advantage and enjoy our leisure facilities with a swimming pool, sauna, steam room, and gym. The hotel invites you to enjoy the voco Life at the Atrium Bar and the brasserie-style restaurant Le Café.
Your day to day
As Guest Services Manager, support the Front Office Manager to ensure a guest is met with a genuine welcome and that their needs are attended to throughout their stay.
A Guest Services Manager communicates both internally within the front office and externally, both with the wider hotel team and immediate locale to ensure the guest experience is personalised and always exceeds expectation.
This role will give a great opportunity for a Guest Services Manager to coach and lead the front of house team and play a major part in the hotel’s growth and development.
Our Guest Services Managers have a number of areas of accountability: Reception, Guest Services, Concierge and Nights
· Responsible for the efficient daily running of Guest Services team
Maintain a warm and friendly manner with each interaction, whilst ensuring efficiency during busy periods for check in, checkout, and in the lobby area
Empowers employees to provide excellent customer service.
Drive loyalty recognition for all members, ensuring Medallia score is above 85%
Be aware of VIP guests arriving, in-house, and departing including communication of any known movements
Ensure you have exceptional knowledge about the hotel product to comfortably talk about and sell hotel offerings including F&B outlets, and meeting rooms
Action guest requests to the highest standards, always keeping the brand values in mind with each guest interaction
Within context of objectives set by manager, assign tasks, and monitor progress against performance metrics
Ensures work of team is performed consistently within expected standards
Improve processes, systems or products
Solve multiple, undefined problems that span multiple work flows
Conduct regular check-ins and engagement of team members
Coaching and supporting team members to develop
Steps up to leads department if and when required
What we need from you
Minimum 2+ years working within a Front of House department of a hotel in a Duty Management or Team Leadership role
Proven track record with success at training and implementation of process and audit
Shows awareness of market trends and has the ability to implement new initiatives
Good understanding of systems to support driving results – Opera, Microsoft suite
The ideal candidate will have extensive experience managing a people focused Guest Services team and have strong people management experience.
You will continually develop the guest service proposition to ensure it is positioned as the market leader in Reading.
As Guest Services Manager you will have a hands-on approach and take a proactive role with colleagues in and out of your team in order to identify and support needs at all levels. You will be an inspirational leader, who is passionate in delivering extraordinary guest experiences and who takes pride in sharing success with your team.
What we offer
Competitive Salary
Opportunities for promotion and transfer across the group
Company Pension scheme
28 days holiday each year, including bank holidays, increasing to 33 days with length of service
Discounted international/worldwide room rates for yourself, family and friends
Long service awards which increase with length of service
Most importantly, we’ll help you grow, and develop your career.
Most importantly, we’ll give you the room to be yourself.
If you feel you are the right candidate for the role as our Guest Services Manager , then please click ‘apply’ now!
We’d love to hear from you!
You must meet the legal requirements to work in the UK
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.
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, color, 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.