Guest Services Manager
Alexander House Hotel & Utopia Spa, part of Alexander Hotels, a private group of quality hotels just outside London. Located at East Street, Turners Hill, East Grinstead, West Sussex, RH10 4QD.
The Place
5 Red Star award winning Utopia Spa, 58 bedrooms including the new luxury Cedar Lodge development and a 2‑bedroom self‑contained Gatehouse are available for guests. Two award winning restaurants – Reflections Restaurant (2 Rosette x 60 covers) and AG’s Restaurant (3 Rosette x 35 covers) – along with a range of conference and banqueting and private dining rooms catering for 8 to 95 guests.
Please see our website for a full list of facilities.
The Role
A smart, friendly, well‑organised, guest service focused individual is sought to join our Guest Services team. You must have a five‑star smile, a warm welcoming and approachable personality, and will be key to our guest service experience. You will complete Duty Management shifts with an emphasis on guest care & interaction to ensure total guest enjoyment from entry to checkout.
Responsibilities
- 5 days 40 hrs per week, flexible shifts covering daytime and evening shifts, including weekends (7am – 3.30pm and 2.30pm to 11pm)
- Complete Duty Management shifts as detailed on the early/late shift checklists.
- Ensuring that during the shift all departments are correctly staffed to provide the best levels of service.
- Ensuring all staff on duty in all areas are presented to the required standard.
- Ensure all areas of the hotel and spa are presented to a 5 Star standard at all times.
- Hold the Daily Dash meeting with all operational Heads of Department to cover the business of the day and ensure any challenges are anticipated and agree a plan to overcome them.
- Assisting departments at peak periods to ensure service levels are achieved.
- Welcoming arriving guests and acknowledging VIPs, returning guests, those celebrating a special event and those with special requirements.
- Liaison with all departments to ensure the operation runs smoothly throughout the day/evening.
- Carry the Guest Services phone at all times so you can be a point of contact with operational staff to support and coach and action solutions where challenges arise.
- Resolve all guest complaints and ensure guest satisfaction prior to departure.
- Responsible for health and safety, fire safety and procedures during your shift.
- Ensure an effective handover to the next Duty Manager to assist with continuity of service.
- During busy arrival or departure periods acting as Host Manager in hotel reception, welcoming arrival/departing guests and co‑ordinating concierge and supporting reception.
Requirements
- Excellent standard of personal appearance
- Friendly and confident communicator in person, on the telephone and in writing
- Warm and friendly disposition
- Genuine desire to serve our guests
- Ability to coach and direct staff while on shift
- Organised and good attention to detail
- Must hold operational hotel experience across a range of food and beverage as well as front of house departments to be considered
Benefits
£27,500 per annum + monthly service charge payment.
- 4 weeks holiday rising to 5 weeks with service
- 8 Bank holidays
- Free car parking
- Employee uniform
Additional Benefits
Discounted hotel accommodation for yourself and your family at all hotels.
Discounted hair treatments at our two Utopia Spas.
Discount off all food & beverage at all hotels.
Discount of individual treatments booked in our two Utopia Spas.
Discount on retail products in our two Utopia Spas.
Refer a friend staff recruitment scheme. In addition you will enjoy a range of other benefits when you celebrate your 1 yr, 3 yr and 5 yr anniversary including your birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service related holiday.
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