Guest Services Manager
Guest Services Manager
Posted on :
24-07-2025
Employer Active
1 Vacancy
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Job Description
Description
Additional Information: This hotel is owned and operated by an independent franchisee Splendid Holdings Ltd. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.
The Four Points Express by Sheraton is the first of its kind in the UK and is the newest addition to the Splendid Hospitality Group portfolio. This upcoming midscale Marriott brand is scheduled to open its doors in July 2024. Located in the heart of Euston London our goal is to provide guests with an unforgettable experience. We are currently seeking talented individuals to join our team and help us achieve this vision.
As Guest Services Manager at our Four Points Flex by Sheraton Euston you will oversee all aspects of the guest service operations across both front office and food & beverage departments. This includes: managing check-ins departures handling guest enquiries and complaint resolution ensuring a seamless breakfast service coordinating with other departments to lead the Guest Service Assistants team and consistently provide exceptional customer service throughout the guest stay. Work to the required Four Points Flex brand standards and achieving the guest feedback scores as set by Marriott.
Responsibilities:
Reception:
Lead the Guest Service team managing daily operations to ensure seamless and efficient service delivery.
Coordinate with Reservations to identify guest requirements of opportunities to personalise their experience.
Serve as the main point of contact for guest ensuring all hotel departments are briefed on individual guest needs and preferences.
Seek verbal feedback from guests on a regular basis and respond to all guests queries in a timely and efficient manner.
Respond promptly to guest inquiries requests and complaints coordinating with other departments to resolve issues efficiently.
Manage the reception and assist with the daily duties where required.
Monitor and respond to Guest satisfaction surveys in a timely manner escalating any action points highlighted in the feedback received to the relevant departments.
Actively lead and participate in Marriott Bonvoy membership enrolment initiatives promoting program benefits to guests.
Champion the PMS Opera system.
F&B/Kitchen Operations:
Oversee the daily breakfast operations ensuring a seamless guest experience that reflects the Marriot standards.
Monitor buffet presentation ensuring all food items are topped up and replenished promptly.
Ensure all food items are prepared and presented in accordance with brand standards and specifications.
Ensure adherence to all food safety health and hygiene regulations conducting regular checks to maintain compliance.
Maintain accurate documentation related to health & safety protocols.
Train and monitor staff on food handling and hygiene practices to ensure a safe and clean environment.
Assists in the ordering of Food and Beverage (F&B) supplies cleaning supplies and uniforms.
Team management:
Manage recruitment needs of the departments utilising the relevant system
Ensure that all new starters have a induction plan factoring in all relevant systems training company and compliance training as well as property familiarisation training
Conduct reviews probationary/ annual reviews and hold regular meetings with the team to ensure that they are working towards their KPIs
Hold departmental meetings to ensure that the team are aware of latest information from the Company as well as the property
Develop coach and train team members creating a personalised action plan to promote growth and foster a supportive and positive work environment
Set performance standards in line with brand expectations monitor performance and provide constructive feedback
Actively support employee engagement initiatives building a cohesive and motivated team
Prepare staff schedules (Rota) to ensure all shifts are covered while balancing operational needs with appropriate training opportunities
Managing employee relations issues that may occur within the department with the support of the Regional People team
Undertaking Duty Management shifts and supporting the Senior Hotel Management team
Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience
Person Specifications:
Minimum of 2 years experience working in a similar role in Front Office/ Guest Services and F&B operations within a hospitality setting.
Proficient in delivering exceptional service and managing guest expectations to enhance guest satisfaction
Ability to manage and resolve guest complaints in a professional calm and confident manner
Experience with staff scheduling (Rota preparation) performance monitoring and managing operational resources effectively
Proven ability to lead motivate and manage a diverse team across multiple departments (Guest Services F&B Kitchen)
Ability to identify issues and their root causes quickly and implement effective solutions in high-pressure situations
Prioritizing tasks and managing multiple responsibilities effectively to ensure smooth daily operations
Ability to communicate in an effective and clear manner
Working knowledge of Opera PMS
We strive to create an amazing workplace where our staff feel happy motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world you can expand your personal and professional horizons and create unforgettable experiences for our guests. If youre interested in advancing your career we offer various growth opportunities within the company. Additionally we have other benefits on offer which we can discuss with you.
All Marriott Employee Benefits
Apprenticeship programmes available
Learning and Development Opportunities are available through our Leadership Development Programmes
Heavily discounted hotel stays and food & beverage discounts
Uniform provided
24/7 Employee Assistance Programme for you and your family
Giving you access to counselling services physical wellbeing & financial aid
28 holiday days (pro rata for part-time)
Automatic Enrolment into a workplace pension scheme
This company is an equal opportunity employer.
frnch1
Required Experience:
Manager
Employment Type
Full-Time
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