Guest Service Manager

Who are we

As part of the Hilton Worldwide brand, we want to be the first choice for guests and team members alike. By joining the Hampton by Hilton, you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The Hampton by Hilton London Excel hotel with 209 rooms is located close to ExCel London and London City Airport.

Role Responsibilities

• Managing the day-to-day operations of the Front office, ensuring seamless check in and check out processes.
• Supervising the front office team, providing guidance, training, and support as needed.
• Resolving guest concerns and issues promptly, ensuring guest satisfaction.
• Overseeing the reservation system, managing room assignments, and maximising room revenue.
• Maintaining accurate guest accounts, billing, and financial transactions.
• Ordering Front Office stationery and Food and Beverage stock as per the brand standards and company policy.
• Monitoring and maintaining the cleanliness and organisation of the front desk / Bar area.
• Coordinating with other hotel departments to ensure a smooth flow of information and guest services.
• Preparing and analysing reports related to front office operations.
• Implementing and enforcing hotel policies and procedures to maintain high standards of service.
• Developing and nurturing a positive and efficient working environment for the front office team.

Key Requirements

• Customer service experience, with a strong commitment to delivering exceptional service.
• Exceptional attention to detail and organisational skills.
• IT proficiency, including knowledge of hotel management systems and standard office software.
• Excellent communication skills, both verbal and written.
• Qualifications in hospitality management or a related field (desirable).
• Previous experience in front office or hotel management (desirable).

Benefits

• Competitive salary
• Excellent on going support, training and development
• 28 days holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On going incentives and rewards
• Opportunities for professional growth and development