Guest Services Manager - Accorhotels - Glasgow - Wizbii

Guest Services Manager

  • By Accorhotels
  • September 2018
  • Glasgow (United Kingdom)
  • Business / 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.

  Move Up

  Watch the video

Seeked 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

·  Excel
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·  Opéra

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About Accorhotels

 

AccorHotels, l’hôtelier mondial de référence !

  • Une présence dans 100 pays. 
  • 4 300 hôtels et près de 620 000 chambres.
  • Un large portefeuille de marques, allant du luxe à l’économique : Raffles, Fairmont, Sofitel, Rixos, MGallery, Grand Mercure, Pullman, Swissôtel, Angsana,The Sebel, Novotel, Suite Novotel, Mercure, Mama Shelter, Adagio, ibis, ibis Styles, ibisbudget, hotelF1. 

Aujourd’hui, AccorHotels est bien plus qu’un leader mondial : c’est un groupe de 250 000 hôteliers qui partagent une même passion.
Notre ambition : être l’acteur hôtelier mondial de référence. Pour proposer à nos clients, collaborateurs, partenaires, une expérience unique. 
Pour cela, le Groupe a annoncé, le 3 juin 2015, élargir son terrain de jeu, pour accélérer sa transformation. AccorHotels devient plus ouvert, plus connecté et plus affirmé, et ce afin de continuer à bousculer les codes de l’hôtellerie.

Sous l’impulsion de Sébastien Bazin, Président-directeur général, la stratégie du Groupe s’appuie sur plusieurs fondamentaux :

  • un nouveau nom, AccorHotels, une nouvelle promesse, Feel Welcome, exprimés à travers une identité renouvelée.
  • deux expertises d’opérateur/franchiseur (HotelServices) et de propriétaire/investisseur
    (HotelInvest) ;
  •  un large portefeuille de marques de renommée internationale allant du luxe (Raffles, Fairmont, Sofitel, Pullman, MGallery, Grand Mercure, The Sebel), à l’économique (ibis, ibis Styles, ibis budget, adagio access et hotelF1) en passant par le milieu de gamme (Swissôtel, Novotel, Suite Novotel, Mercure, Mama Shelter,
    Adagio) ;
  • la puissance de sa place de marché et de son programme de fidélité Le Club AccorHotels ;
  •  l’engagement depuis près de 50 ans d’un groupe citoyen et solidaire avec son programme de développement durable  PLANET 21.

 

2504 vacancies open at Accorhotels

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