1. Manage and coordinate the day-to-day guest service and front-of-house functions.
2. Ensure guests receive a professional, welcoming and efficient service throughout their stay.
3. Supervise and support team members, allocating duties and monitoring service standards.
4. Handle guest enquiries, requests and complaints promptly and professionally, escalating significant matters to the General Manager where appropriate.
5. Monitor guest feedback and identify opportunities to improve guest satisfaction.
6. Ensure reception and other guest-facing areas are maintained to the required standards of presentation and service, liaising with the relevant operational teams where action is required.
7. Oversee reservations, amendments and cancellations received through approved booking channels.
8. Ensure room rates, availability and applicable offers are accurately communicated and recorded.
9. Oversee accurate guest billing and account procedures and resolve discrepancies.
10. Oversee reception floats, petty cash, cash, card, charge and till procedures in accordance with company procedures.
11. Allocate and coordinate guest service team duties and provide day-to-day guidance and support.
12. Monitor team performance and identify training and development requirements.
13. Assist the General Manager with recruitment, induction, performance and employee development matters where required.
14. Coordinate with housekeeping, food and beverage, maintenance and other departments to resolve guest and operational requirements.
15. Report maintenance, equipment, cleanliness, health and safety and other operational issues to the appropriate manager and follow up where required.
16. Coordinate guest-facing food and beverage service where this forms part of the hotel's guest service operation, liaising with the relevant teams to maintain service standards.
17. Support coordination of hotel functions and events where required.
18. When undertaking night management duties, oversee night audit and end-of-day procedures, review reports and ensure required records are completed.
19. Coordinate wake-up calls, reservations and relevant guest requirements for the following day where required.
20. Ensure relevant fire, health and safety and hotel operating procedures are followed.
21. Assist the General Manager with service improvements, operational initiatives and implementation of company procedures.
22. Maintain accurate operational records and participate in meetings and training.
23. Undertake other reasonable management and supervisory duties relevant to the position as required by the General Manager.
Pay: £13.25 per hour
Work Location: In person
