Guest Services Manager
hace 9 días
Southall
We are looking to fill the position of Guest Service Manager at Dorsett Shepherds Bush, London and Dao by Dorsett West London, our aparthotel. As a Guest Service Manager, you will support the Rooms Division Manager and Front Office Manager in the daily tasks and manage the front desk team. You must be an enthusiastic and proactive individual who enjoys varied responsibilities with a positive approach to leading from the front and getting the best from our teams. The individual must have an eye for detail, be self-motivated, and driven to deliver an exceptional experience for our guests, exceeding their expectations. This leadership role focuses on ensuring exceptional guest experiences, smooth check-in/check-out processes, and the delivery of consistent, high-quality service in line with brand standards. The Guest Services Manager also supports safety and emergency protocols, assumes Night Manager duties as needed, and serves as a key point of contact for guests and staff. The successful candidate must be flexible and adaptable to assume responsibilities and demonstrate excellent leadership and communication skills, both verbal and written. Ideal Candidate Were looking for a candidate with at least 2 years' experience as a Duty Manager in a hotel. You are confident using OPERA cloud or similar property management systems and thrive in a role where multitasking, clear communication and leadership are key. With a calm and proactive approach, you inspire those around you, resolve challenges with ease, and ensure every guest leaves with a memorable Dorsett experience. *Please note that we are not able to offer visa sponsorship for this role. Work Hour and Schedule Work on a scheduled shift rota, including availability on weekends and public holidays Brief Responsibilities Ensure all guest interactions are delivered with professionalism, warmth, and a commitment to exceeding expectations. Lead guest check-in and check-out procedures, ensuring accuracy in room assignments, billing, and overall guest experience. Handle guest complaints, concerns, and emergencies promptly and effectively, using sound judgment to ensure resolution and satisfaction. Engage regularly with guests through meet-and-greets, courtesy calls, and stay follow-ups - particularly with VIPs and special guests - to create personalised and memorable experiences. Prepare and manage the daily VIP arrival list, ensuring relevant departments are informed and that any special arrangements are executed to standard. Oversee daily front office operations, ensuring consistent service delivery, adherence to brand standards, and guest satisfaction across all shifts. Supervise and support Guest Services associates, including Front Desk, concierge, and Night Staff, fostering a high-performance and service-focused culture. Conduct daily briefings and shift handovers to maintain operational consistency and ensure team awareness of VIPs, service updates, and performance targets. Provide Night Manager coverage when required, assuming full responsibility for overnight operations including guest service, night audit, report generation, and hotel security. Monitor team performance on the floor, offering real-time coaching, motivation, and recognition to uphold service excellence. Maintains strong coordination with Housekeeping, Reservations, Engineering and Security, teams to ensure guest needs are met. Serves as Manager on Duty when scheduled, ensuring smooth operations across all departments. Leads emergency response protocols during their shift and ensures team members are familiar with evacuation and safety procedures. Deliver effective onboarding and ongoing training to ensure team knowledge of hotel standards, sales targets, and operational procedures. Support recruitment, scheduling, and performance reviews, working with the Front Office Manager to drive engagement and results. Carry out all reasonable tasks as designated by senior or higher management. The Benefits As a member of our hotel, you will enjoy: 28 Days Holidays Birthday Leave Meals on Duty Free Uniform Dry Cleaning Associate discounted rates with our hotels worldwide Training and Development Opportunities Auto Enrolment Pension Free Eye test for VDU users Social Events A bit about us Dorsett Shepherds Bush is a listed building with 317 rooms, a restaurant, 3 meeting rooms, and an executive lounge. The hotel opened its doors in June 2014 and has gained a reputation for delivering excellent guest experiences in a beautiful hotel with comfortable and well-appointed rooms. The Dao by Dorsett West London offers 74 serviced apartments crafted to deliver a delightful experience in Shepherd's Bush Green, London. It is a sophisticated and contemporary hotel offering stylish accommodations and attentive service. Conveniently located near the Westfield and White City area with excellent transport links, Dao by Dorsett is an ideal base for business and leisure travellers. Dorsett is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Note about Job Application Thank you for taking the time to apply for an opportunity with Dorsett Hospitality International. If you do not hear from us within 14 days, your application has been unsuccessful on this occasion. May we take this opportunity to wish you all the best for the future. TPBN1_UKCT