Our reputation is built on delivering exceptional guest experiences. Is
it safe in your hands? We’re searching for a Guest Services Manager
capable of delivering a truly personal service to leave our guests satisfied
every single time they stay with us. The Guest Services Manager is responsible
for ensuring an exceptional guest experience by coordinating and influencing
the performance of all guest-facing operational departments. This role works
supporting and guiding with Front Office, Housekeeping, Food & Beverage
Service, and Culinary teams to deliver seamless service in accordance with IHG
Brand Standards and hotel operational
procedures.
A little taste of your
day-to-day:
Every day is different, but you’ll
mostly be:
● Serving as the main point of contact for VIP
Guests and ensuring hotel departments are fully briefed on their
requirements
● Seeking verbal feedback from customers
on a regular basis and responding to all guest queries in a timely and efficient
manner
● Keeping close contact with guests for feedback,
complaints and compliments – and following it up
●
Managing, recording and resolving guest or customer complaints
promptly
● Keeping other operating departments in
the loop with important guest relations matters – from Food and Beverage
and Maintenance to Housekeeping and Front
Office
What We need
from you:
● Excellent verbal and written communication
skills
● Ability to deal with difficult interactions
and work under pressure
● Managerial experience working
in a customer service function
● Flexibility to respond
to a variety of different work situations
● A passion
for delivering an exceptional level of guest
service
What you can expect
from us:
We give our people everything
they need to succeed. From a competitive salary that rewards all your hard work
to a wide range of benefits designed to help you live your best work life –
including a full uniform, impressive room discounts and some of the best
training in the business.
Our mission is
to welcome everyone and create inclusive teams where we celebrate difference
and encourage colleagues to bring their whole selves to work.
IHG Hotels & Resorts provides equal employment opportunities to applicants
and employees without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, protected veteran status, or disability.
We promote a culture of trust, support, and acceptance. Always welcoming
different backgrounds, experiences,
and perspectives.
IHG gives every member
of the team the room they need to belong, grow and make a difference in
a collaborative environment. We know that to work well, we need to feel well –
both inside and outside of work – and through our
myWellbeing
framework, we are committed to supporting wellbeing
in your health, lifestyle,
and workplace.
So, join us and you’ll
become part of our ever-growing global family.
