Guest Services Manager

Totnes

35K

Set in stunning grounds, this site is home to a beautiful manor house with meeting and events space, restaurant and bar and over 100 acres of gardens and grounds.

The Role-  Guest Service Manager – responsible for delivering exceptional guest services throughout the entire guest journey.

Key Responsibilities

Our Guest Services Manager will be responsible for:

• Championing Guest Services within the estate
• Ensuring the best possible guest journey, starting with an exceptional sense of arrival and goodbyes
• Serving as the first point of contact for guests, addressing their inquiries and requests promptly
• Proactively anticipating guest needs and going the extra mile to ensure their satisfaction
• Resolving guest complaints efficiently and professionally, working towards positive resolutions
• Analysing guest feedback and identifying areas for improvement in guest service delivery
• Collaborating with other departments to ensure a seamless guest experience.
• Carrying out Duty Management responsiblities, ensuring the smooth and effective running of the hotel 
• Maintaining accurate records of guest reservations and billing
• Contributing to revenue generation through upselling services or packages
• Assisting with staff schedules and ensuring adequate coverage during peak hours
• Training new staff members on guest service procedures and hotel operations

What we’re looking for:

To be successful in this role, you must possess the following qualifications, attitude, behaviours, skills, and values:

• Have relevant supervisory or management experience in a similar role or property
• Have a strong eye for detail
• Be able to effectively delegate
• Have the ability to assimilate information and create reports
• Demonstrate outstanding communication skills
• Display strong leadership skills
• Demonstrate a huge passion for guest interactions and satisfaction

Kellan Group (including all of our brands, Berkeley Scott, RK and Quantica) are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business. You’ll find a wide selection of vacancies on our websites