Guest Services Manager

Job content

The Holiday Inn Express Grimsby are seeking a Guest Services Manager to work within our Reception team.

The successful candidate will need to be flexible to work shifts on bank holidays, evenings, weekends and any other holidays as requested. In addition, the successful candidate will be based on a zero-hour contract.

The Holiday Inn Express is located in the heart of Grimsby city centre, located next to the Grimsby Town Railway Station. Built in 2015 this modern hotel comprises of 80 bedrooms, meeting space to fit 22 and bar/lounge area. Guests will receive complimentary WiFi and continental breakfast during their stay.

Make a Connectionwith the guests, making them feel at ease during their stay

Be Helpfulby ensuring you understand all aspects of the hotel and surrounding Grimsby area in order to answer any question guests may ask

Be Efficient, by taking ownership of your own tasks, multitasking where necessary and planning ahead to make every guest’s visit run smoothly

Roles and Responsibilities:

• Ensure your front office team delivers a 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

• Manage day-to-day staffing needs, plan and assign work

• Ensure the team are properly trained on systems, security, service and quality standards

• 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

• Oversee night audit function and preparation of daily financial reports

• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

• Perform other duties as assigned. May also serve as manager on duty

• Be the warm welcome that kicks off a memorable guest experience

• Acknowledge Rewards Club members and returning guests, in person or on the phone

• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay

• Handle cash and credit transactions

• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes

• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns

• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary

• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed

• Take pride in your appearance and play as a brand ambassador

• Always know what events and activities are on the day’s schedule

• Jump into other ad-hoc duties when your colleagues need your help

• Completion of guest check-in and check-out procedures

• Completion of audit procedures

• Professional use of the telephone and emails both internal and external

• Cash handling

• Solving minor complaints on the spot as and when they arise and ensuring escalated complaints are handed over to management

• Relaying important information to other team members and importantly the Senior Guest Services Manager and Guest Services Manager/s

• Up-selling where possible to maximise room occupancy and use of hotel services/facilities

• Compliance with the hotel’s rules and regulations at all times

• Among other responsibilities.

Team Member Benefits

Joining our team allows you to experience the benefits that come from working for one of the worlds most recognised brands. Training, global opportunities for progression and the ability to make a real difference to our guests and our Team are at your fingertips. Some of our great benefits include: Discounted F&B and stays across the IHG worldwide estate, health and wellbeing support including free counselling and advice, among other great opportunities! In return we will listen to you and allow you the room to grow.

If you have not received a response to your application within 21 days of submitting, unfortunately you have not been successfully shortlisted for an interview.

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Privacy Notice

The information you are supplying is for legitimate interest and your information will be used for recruitment purposes only. Your details may be added onto a recruitment/HR system used by the Company to support in the recruitment process which is accessible by a third party.
If you are not successful in your application your details will be held for a period of one year or in line with the lawful time frames. During this time your details will be held securely. After this period your details will be disposed of, and you will need to submit a further application for any future interest. If you do not wish for us to keep your application on file, wish to withdraw your consent, read our full privacy notice or have your personal data erased by the Company, please let us know by contacting the hotel directly and requesting the Human Resources team.

Part-time hours: 32 per week

Job Types: Part-time, Permanent

Salary: £15,608.32 per year

Benefits:

• Company events
• Employee discount
• On-site parking
• Wellness programmes

Schedule:

• Day shift
• Holidays
• Monday to Friday
• Weekends

Experience:

• hotel: 1 year (preferred)
• reception: 1 year (preferred)

Work remotely:

• No