This Night Guest Services Vacancy is based in Ascot/ Sunningdale area for a 4/5* hotel.
Purpose and scope of role
To lead the Front of House operation on a nightly basis in order to provide an exceptional guest experience, from arrival through to departure.
Anticipating guests needs in an intuitive manner and ensuring a seamless service is delivered at all times.
Duty Manager responsibilities
Ultimately responsible for the provision of a seamless guest experience.
Offer support and guidance to the team in order to ensure all team members work as one team
Handle and oversee complaints ensuring appropriate action is taken to resolve these and ensure customer satisfaction. Log all incidents and follow up with the General Manager and the guest.
Ensure a lobby presence at all times especially peak times. Greeting and meeting with guests. Ensuring all VIP Guests are met.
High engagement with guests throughout their stay to make them feel at home and create the warmth
Responsible for the training and performance of the team
Daily reporting - nightly reports
Run end of day using the hotels operating system
Create daily briefing sheet
Send out report pack to HODs
Daily Inspection of Front of House/ Back Office areas and guest rooms.
Following up on guest complaints and queries from the day
Hospitality Based Degree
4/5* hotel experience
Prevoius duty manager experience
Good customer service exerience
We are only able to accept applications from candidates with previous experience for this role. If you do not hear from us your application has been unsuccessful*