Guest Services Supervisor

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you'll deliver this through managing all aspects of the front office; you'll also create the warm atmosphere that makes our guests feel at home in any location., + Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
+ Educate and train team members in compliance with UK laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
+ Ensure your team is properly trained on systems, security, service and quality standards

Financial

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  + Oversee night audit function and preparation of daily financial reports
  + Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
  
  Guest Experience
  
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  + Ensure your team delivers great service, professional attention and personal recognition.
  + Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
  + Conduct routine inspections of the front office and all floors and public areas of the hotel and take immediate action to correct any deficiencies
  + Co-ordinate individual and group arrivals and departures
  + Daily monitoring of rooms by conducting and documenting inspections of assigned rooms.
  + Ensure the cleanliness of the rooms is to the brand standard
  
  Responsible Business
  
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  + Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
  o Train team members on PBX procedures and serve as a central communications point during emergencies/crises
  o Stock control - reception items, F&B items, chemicals and linen.
  o Maintain a visible presence in the public areas to assist guests and lead the team.
  o Perform other duties as assigned. May also serve as Manager on Duty
  
  Accountabilities
  
  This position is part of the Property Management team and is directly accountable to the Guest Services Manager/ Hotel Operations Manager/ General Manager. You are responsible for the day-to-day operation of the hotel.
  
  
• Previous experience in a hotel reception or reception supervisory position


• Must speak fluent English with excellent verbal communication skills


• Good presentation and appearance


• Customer care skills


• Experience of working as part of a team / leading a team


• Flexibility to work a variety of shifts


• Willingness to multi-skill
  
  Exclusive access to the employee recognition & reward scheme - Heeton Rewards


• Service-based annual leave (increasing up to a maximum of 5 extra days)


• Employee Assistance Programme, Life Assurance and Income Protection Schemes


• Voluntary Health Cash Plan


• Employee & Friends/Family discounted rates at Heeton-operated hotels


• Referral scheme


• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work and many more


• Heeton is an expanding company which offers excellent career opportunities


• On-site parking


Just over two hours from both London and the Cotswolds, the city of Gloucester is rich with attractions including Gloucester Cathedral. At just over 20 minutes away, Cheltenham Racecourse promises an exhilarating day out.