Front Office Guest Service Manager

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We're passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our "people first" approach to business, the Aimbridge experience is like no other.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide - Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Flexible working opportunities
• Paid breaks
• Starting salary above national minimum wage
• Access to hotel gym facilities
• Career and lifestyle breaks - Allowing you to take time off for key life events.
• Free staff parking

A day in the life of

As Front Office Guest Service Manager, you will be responsible for leading the guest services team and ensuring guests receive exceptional service throughout their stay. Your key responsibilities will include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and public areas. You will also manage departmental budgets, recruit and train staff, and develop and implement guest service policies and procedures, while maintaining strong relationships with guests and upholding the hotel's reputation for excellent customer service.

From time to time, you will be required to work night shifts. As Night Manager, you will oversee hotel operations during overnight hours, including managing the front desk, performing night audit procedures, monitoring security and safety protocols, responding to guest requests and complaints, and supervising overnight staff.

On occasion, you will support the kitchen team by preparing and cooking dishes to standard, while maintaining high levels of quality, hygiene, and food safety.

You will also assist with front-of-house duties, including maintaining a clean and organised dining area, taking orders, serving food and drinks, preparing teas and coffees, and handling payments.

What do we need from you?

• You'll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• As Front Office Guest Service Manager, you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We're looking for you to have a good understanding of hotel software and systems, including property management systems (Hilton PEP), booking engines, and customer relationship management (CRM) tools. You'll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone 'A Place to Grow'

So, click apply today, we'd love to welcome you to our inclusive team shaping the future of hospitality.