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Guest Services Manager - South Ascot

Job Details

Published
Location
Ascot, Berkshire
Role Type
Permanent
Salary
Up to £31827.00 per annum
Job Ref: JO-2407-57269_1720195297

POSITION OVERVIEW - Driving Required
* To lead the Front of House operation on a daily/nightly basis in order to provide an exceptional guest experience, from arrival through to departure.
* Anticipating guests needs in an intuitive manner and ensuring a seamless service is delivered at all times.
* Being an active communicator across the estate to ensure our teams are well informed of guest movements and preferences while creatively enhancing our guests' stay through thoughtful personalisation and creative gestures.
ESSENTIAL FUNCTIONS & PHYSICAL REQUIREMENTS
 Duty Manager responsibilities - to oversee the running of Front of House in order to ensure a smooth operation in all Front of House areas and ensuring guests receive seamless experiences.
 Ultimately responsible for the provision of a seamless guest experience.
 Offer support and guidance to the team in order to ensure all team members work as one team to produce an intuitive and seamless service delivery according to all CP standards.
 Handle and oversee complaints ensuring appropriate action is taken to resolve these and ensure customer satisfaction. Log all incidents and follow up with the General Manager and the guest.
 Attend meetings when necessary including the daily morning meetings.
 Ensure a lobby presence at all times especially peak times. Greeting and meeting with guests. Ensuring all VIP Guests are met.
 High engagement with guests throughout their stay to make them feel at home and create the warmth of Coworth Park. In addition promoting hotel services and facilities.
 Responsible for the training and performance of the team, ensuring this is carried out and monitored on a daily basis.
 Daily reporting including nightly reports when required
 Run end of day using the hotels operating system when required
 Create daily briefing sheet
 Send out report pack to HOD's
 To coordinate with all hotel departments by anticipating and communicating guests needs.
 Daily Inspection of Front of House/ Back Office areas and guest rooms.
 Following up on guest complaints and queries from the day
 Comply with all statutory and company health and safety, fire, bomb and security regulations
 Ensure job required certificates are kept up to date
Flexibility
 Along with your main duties you may be asked to complete other tasks as and when necessary and reasonably required
 You may on occasion be required to adjust your hours of work to cover the hotel needs
QUAIFICATIONS & DESIRABLES
 Hospitality degree
 5 star experience
 Previous Duty Manager experience
 Computer Management system
 Customer orientated
 Good written and spoken English
 Good organization
 Team player
 Opera

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