Guest Services Manager

Guest Services Manager - Four Points by Sheraton, Edinburgh Haymarket.

At Vertiq Hospitality Partners (formerly known as Cycas Hospitality), we look for people who are dynamic, confident and ambitious; people who excel in their role and help our guests succeed too. Our focus is to put PEOPLE at the heart of everything we do. We believe in hiring the smile and training and developing talent to create genuine and caring teams who come to work to have fun.

Four Points by Sheraton is a multinational hotel brand, operated by Marriott International, that targets business travellers and small conventions. Our goal is to deliver a great hospitality experience worth coming back for again and again, by providing the comfort and quality that travellers expect from us, while going that extra mile to make the guest experience memorable and meaningful.

As Guest Services Manager (GSM) you will ensure that the highest standards of hospitality and welcome are demonstrated at all times. Completing all relevant procedures in relation to the respective department as laid down by the company while promoting the desired work culture and our company values.

What we offer:

• 40 hours/week
• EXCELLENT COMPANY BENEFITS:
• Competitive salary and package
• Exclusive employee discounted rates at both Marriott and Vertiq hotels
• Continuous paid training and a range of opportunities for development
• Free healthcare plan (with options to upgrade)
• Wholesale price discounts on jewellery with Macintyres Edinburgh

Your core purpose will be:

• To have a full understanding of all systems and programs e.g. Opera, Marriott Bonvoy etc.
• To display a pro-active and innovative approach to skills development and standards enhancement within your team
• Assist the Operations Manager in the development and communication of hotel strategies and goals. Communicate and enforce policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Ensure that the team are developed to provide a hospitable service in line with the operating standards and procedures and Marriott brand standards
• To work alongside the team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest's complaints or concerns in a prompt and professional manner
• Review guest feedback and implement strategies for continuous improvement
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel's or owner's policies and procedures and regulatory requirements.
• Comply with national, regional and local laws regarding health, safety and alcohol services

What you should bring:

• Ability to plan, prioritise and multitask
• Strong communication skills
• Ability to manage, lead and develop a team
• Customer Service experience
• Previous experience in a similar role
• A good working knowledge of Opera PMS
• Working knowledge of restaurant operations
• Marriott experience is desirable
• A flexible and adaptable approach
• Ability to work unsupervised

All offers of employment is conditional on the receipt of two satisfactory references being obtained from the referees provided to us on your application and proof of your eligibility to work in the United Kingdom.