Guest Service Manager

As Guest Services Manager you’ll be responsible for supporting the guest services team and ensuring that guests receive excellent service during their stay. Key responsibilities include supervising the front desk, handling guest complaints, managing reservations, and ensuring that guest rooms and common areas are clean and well-maintained, as well as ensuring exceptional guest experiences across all areas of the hotel, including the restaurant and bar. You will also responsible for training staff, enforcing guest service policies and procedures, and maintaining positive relationships with guests whilst upholding Aloft brand standards.

• Leadership skills: As Guest Services Manager you’ll need to possess strong leadership skills to effectively manage and motivate the guest services team.
• First class Customer service skills: You should have excellent customer service skills to handle guest complaints and ensure guest satisfaction.
• Organisational skills: You’ll be organised and have strong attention to detail to manage guest reservations and maintain a clean and organised workspace within the hotel.
• Knowledge of hotel policies and procedures: As Guest Services Manager you should have a good understanding of the hotel's policies and procedures, including room rates, check-in and check-out procedures, and available services and facilities. Ideally, you’ll be familiar with common hotel computer systems and software.
• Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

• Hotel discounts portfolio wide – staff rates and up to 50% discount on food & beverage and spa
• Subsidised meals on duty
• Paid breaks
• Financial contribution towards childcare from day 1 of employment up to age 12
• Annual wellbeing allowance up to £500
• A minimum of 30 days holiday (pro rata for part time and condensed hours working patterns)
• Salary Sacrifice Schemes – Holiday purchase scheme and Cycle to work scheme.
• Wagestream – 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
• Company sick pay - giving you piece of mind when you need it the most
• Annual reviews for salary and employee benefits
• A genuine commitment to your personal and professional growth through our excellent Learning & Development offerings
• Regular recognition of your contribution, including team appreciation days and events, quarterly and annual awards and on-the-spot rewards via our online recognition platform