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Guest Services Manager

2 months ago

Washington, United States George Washington Hotel, Golf and Spa Full time

Position: Front Office Manager

Salary: Competitive

The George Washington Hotel, Golf and Spa is a prestigious, independently operated establishment located on the outskirts of Newcastle upon Tyne. This hotel, along with its golf and leisure facilities, provides a prime location for guests visiting the Tyne and Wear area, with convenient access to major roadways.

We seek dedicated individuals who embody reliability and warmth, delivering exceptional hospitality. At the George Washington Hotel, we value our employees as unique individuals and collaborative team members whose talents contribute to our reputation as a leading organization in the industry. Flexibility is a cornerstone of our workplace culture, and we strive to support our staff in achieving a healthy work-life balance.

We are in search of a dynamic Front Office Manager to oversee our Reception and Night teams. The ideal candidate will possess management experience in a hotel reception environment or a similar setting, demonstrating the ability to inspire, delegate, and effectively lead a team. Exceptional customer service will be paramount in all responsibilities undertaken in this role, ensuring that guest expectations are consistently surpassed.

Key Responsibilities:

  • Ensure guest satisfaction from the reservation process through to departure.
  • Foster continuous development of the Reception and Night teams, including the Reception Supervisor.
  • Maintain meticulous attention to detail in all tasks.
  • Monitor and respond to guest feedback and reviews, escalating any concerns to the appropriate department heads and senior management.
  • Participate in daily and weekly management meetings and prepare sales reports for the General Manager.

Essential Attributes:

  • Ability to perform under pressure while remaining composed and motivated.
  • Outstanding organizational and time management skills.
  • Proficient IT skills with a basic understanding of hotel reservation systems; experience with Opera PMS is a plus, though training will be provided.
  • Excellent communication skills, with the ability to collaborate across various departments.
  • Goal-oriented and capable of adhering to strict budgetary constraints.

Promotional strategies are regularly assessed and adjusted to align with current booking market trends. We seek efficient, quality-driven individuals who are ready to take on significant responsibilities.

Benefits:

  • Company pension
  • Discounted or complimentary meals
  • Employee discounts
  • On-site parking

Work Schedule:

8-hour shifts with weekend availability required.

Experience:

Minimum of 1 year in Senior Management within Hotel & Accommodations.

Work Location: In-person