Job Description Job Role - Guest Services Manager Rate of pay - £31,827 Hours - 40 Location - Ascot Role Responsibilities - POSITION OVERVIEW * 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.
* Be an ambassador for Coworth Park, proactively reaching out to our guests during their stay to ensure that they have a seamless and anticipatory guest journey throughout their stay.
* 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 * Live our values on a daily basis through being a Coworth Park brand ambassador.
Health & Safety * 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 Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
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