Guest Service Manager

Holiday Inn Express is one of the world's largest budget hotel brands and has properties located in major urban centres, gateway cities and resort destinations all around the globe. We have an opportunity for a Guest Services Manager to join the team based in Manchester on a full time, permanent basis working 40 hours per week. The successful candidate will receive a competitive salary.

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

To deliver a great guest experience – a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay. The Great Room is a place for our guests to Kick Start their day with the Express Breakfast and also work or rest during the day and into the Evening. The Breakfast service should be friendly, efficient and helpful and the Great Room maintained to a high standard at all times.

As our Guest Services Manager, you will lead the team of GSAs to ensure each and every guest experiences the Holiday Inn Express Brand consistently and that the best service is given throughout their stay.

Our Guest Services Manager duties and key responsibilities include:

- Lead the team of GSAs in welcoming guests in a friendly, prompt and professional manner recognising IHG Rewards Club Members and also returning guests   

- Ensure Enrolment and Recognition Targets are met each month and annually

- Monitor the Problem Handling Score to ensure the target is maintained

- All negative reviews are responded to and as many positive reviews as possible.

- Check guests in, issue room keys, provide information on hotel services and room location

- Answer phones in a prompt and courteous manner

- Up-sell rooms where possible to maximise hotel revenue

- Answer, record and process all guest calls, messages, requests, questions or concerns

- Record guest preferences in the system

- Check guests out, including resolving any late or disputed charges

- Accurately process all cash and credit card transactions using established procedures

- Train all staff in accordance with our established procedures

- Take action to solve guest problems/complaints using appropriate service recovery guidelines

- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

To become our Guest Services Manager, you will have the below skills and experience:

- High School diploma /Secondary qualification or equivalent

- One year front desk/guest service experience strongly preferred

- Proficiency in Brilliant is preferred but not essential

- Some college/university preferred.

- Must speak fluent local language

- Additional language skills preferred but not required depending on location of hotel.

This role requires ability to perform the following:

- Frequently standing up behind the desk and front office areas

- Carrying or lifting items weighing up to 50 pounds / 23 kilograms

- Handling objects, products and computer equipment

- Basic computer skills to operate various property management and reservations systems, etc.

- Being passionate about people and service

- Strong communication skills essential when interacting with guests and employees

- Reading and writing abilities are used often when completing paperwork, logging isues / complaints / requests / information updates, etc.

- Basic math skills are used frequently when handling cash or credit.

- Problem solving, reasoning, motivating and training abilities are often used

- Have the ability to work a flexible schedule including nights, weekends and/or holidays

If you feel you have the skills and experience to become our Guest Services Manager, please click ‘apply’ today.