Guest Services Manager
Glasgow (Glasgow City) Sales
Job description
Key tasks
Overview of duties
To Lead the Guest Services Team
This is a multi-skilled role incorporating both Front Office and Food and Beverage Duties
in line with the business demands
You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on role
Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets.
Conveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field.
Manages and motivates the Guest Services Team in order to improve sales and the quality of services
Manage the movement and fluidity of Guest Service Team Members to ensure optimum efficiency and reactivity to peak guest service periods.
Improves the department’s results by increasing sales and productivity in all areas of the hotel.
Leads and brings life to Novotel projects and identify features in the departments
Deputises for the General Manager and other Guest Services Manager in his/her absence
Liaise closely with other HOD’s in the team. For Example Chef, Housekeeping and Maintenance
Represent the Guest Services Team at all Hotel meetings such as HOD’s, Operations etc.
Manage the Group and Individual Reservations Team Member and Support
Manage the Back Office Experts and Support this role
Main Responsibilities
Customer relations
Is present in the Hotel Public areas in order to meet guests on a daily basis and to Manage the Guest Service Team Members duties in line with the business demands in all aspects of the hotel operation
Manage and motivate the team to improve Sales, results and Quality within the hotel
Enhances guest satisfaction
Handles guest comments and complaints, ensuring follow-up
Develops close relationships with guests throughout their stay with the aim of gaining their loyalty
Ensures that guests receive a warm and personal welcome from the team
Organise the Guest Service Team Members & Team Leaders for optimal effectiveness
Be actively involved in all training aspect of the Guest Services Team including statutory and Customer Service training
Professional techniques / Production
Organises and supervises the preparation of points of sale accordingly to activity forecasts for the Guest Services Team Members
Ensures that reference standards are properly applied
Check the sales materials are well presented
Sound knowledge of both F&B and Reception POS
Is in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Maintenance, HK and Kitchen
Is responsible for consistency and coherence between Guest Services Team Member who are on shift
Ensures that all brand reference guidelines are correctly applied at all times
Promotes the use of Guest Services Team Members and Team Leaders, ensures people are well suited to their jobs and that their roles are properly understood both by themselves and other hotel personnel
Ensures that guests are followed up and offered appropriate services of a high standard
Supervises the operation of the hotel and organises the shift patterns in line with business demands
Initiates new projects , coordinating implementation and follow up
In conjunction with the Revenue Manager ensures that the team are fully trained in this area and understand the different RM levels and sales conditions
Commercial / Sales
Develops excellent relations with guests
Assists in Preparation of the commercial action plan for the department and ensures its implementation
Sets daily sales targets for the Guest Services Team
Analyses guests’ comments and shares them with the team
Launches and deploys marketing initiatives in the local area in order to increase revenue
Works in close collaboration with the sales department to ensure a high standard of service and satisfaction for meeting customers
Knows the market and customer exceptions
Promotes the special offers and full range products
Uses sense of creativity and innovation to facilitate commercial operations
Keeps close track of what the competition is doing,
Management and Administration
Draws up the department's annual budget in line with hotel strategy
Ensures that management results are in line with the hotel's targets,
Adapts Guest Services Team daily organisation as required and manages headcount and movement of Guest Services Team Members for optimum “prime-cost”
Guarantees the respect of procedures governing cash operations, administration and audits in line with the brands internal audit guidelines
Supervises purchasing for the Guest Services Team, manages stocks and checks that Accor shop purchasing targets are met as decided by the brand
Ensures that the equipment and cultural assets of the department remain in good condition and working order
Keeps the loss and breakage of equipment to a minimum and keeps the superior informed
Ensures cash and card management is correctly handled
Checks inventories that have been carried out
Ensures that the Guest Services Team costs comply with requirements defined by the hotel and the brand
Optimises the hotel’s occupancy rates and develops associated services
Ensures that all sales made comply with the sales policy as defined by the brand and the hotel
Is responsible for applying the reference standards and audit procedures as defined by the hotel and brand
At Novotel, we grow faster
Feel fully responsible, be autonomous, adaptable, professional, have a love of adventure and a desire to stretch your limits: that’s the Novotel spirit .
An international brand with a network of 400 hotels in 60 countries, Novotel’s success is due to the professionalism and enthusiasm of its 30 000 employees who have been embodying the brand’s ideals for over 40 years.
DNA of the brand, innovation is at the heart of the promise made to employees: "At Novotel, we grow faster" . To transform this promise into reality, Novotel has implemented a unique human resources policy declined around five main professional career paths. Novotel accompanies each employee throughout their career. Integration, geographic mobility, bridging provision, skills development… everyone is given the opportunity to progress quickly and go further. Impossible is not Novotel.
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Desired profile
Skills
Level of Education Vocational education
Areas of study Hospitality Management
Professional experiences 3 to 5 years
Languages essential English
Essential and optional requirements
Management and Administration
Draws up the department's annual budget in line with hotel strategy
Ensures that management results are in line with the hotel's targets,
Adapts Guest Services Team daily organisation as required and manages headcount and movement of Guest Services Team Members for optimum “prime-cost”
Guarantees the respect of procedures governing cash operations, administration and audits in line with the brands internal audit guidelines
Supervises purchasing for the Guest Services Team, manages stocks and checks that Accor shop purchasing targets are met as decided by the brand
Ensures that the equipment and cultural assets of the department remain in good condition and working order
Keeps the loss and breakage of equipment to a minimum and keeps the superior informed
Ensures cash and card management is correctly handled
Checks inventories that have been carried out
Ensures that the Guest Services Team costs comply with requirements defined by the hotel and the brand
Optimises the hotel’s occupancy rates and develops associated services
Ensures that all sales made comply with the sales policy as defined by the brand and the hotel
Is responsible for applying the reference standards and audit procedures as defined by the hotel and brand
Hygiene / Personal Safety / Environment
Is responsible for keeping the equipment and furniture in good condition
Ensures machinery works reliably and follows technical work
Ensures that The Guest Services Team areas are kept clean and that hygiene and food safety standards are respected
Applies and ensures application of the hotels security regulations (in case of fire etc)
Respects and ensures respect of the hotel’s commitments to the “Environment Charter” (saving energy, recycling, sorting waste etc)
Is responsible for the security of people and property in the are under his/her remit
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