Events Guest Service Manager

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As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

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 Job Title:

Events Guest Service Manager

Location:

Mercure Dartford Brands Hatch Hotel & Spa

Reports to:

General Manager / Deputy General Manager

Responsible for:

Hotel Guest Experience and day to day supervision of Front of House associates

Start date:

Immediate

JOB OVERVIEW

Mercure Dartford Brands Hatch Hotel & Spa is a busy 4* Hotel with A Restaurant, Lounge, Sports Bar and Busy Meeting and Events facilities.

Maintain a safe and secure environment for guests, employees and hotel assets by implementing and maintaining safety policies and procedures.

The Exciting Opportunity

The Guest Service Manager contributes to Mercure Dartford Brands Hatch Hotel goals and values by supporting the General Manager with managing the Food and Beverage/ Front Office team. The successful applicant for this role will be able to display great leadership skills, deliver excellent customer service, have a positive ‘can do’ attitude, be willing to learn and show that they care.

A Guest Service manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• • Oversee the entire Food and Beverage and Front Office operation to maintain high standards
• • Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• • Ensure regular and Loyalty members are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme

GUEST SERVICE MANAGER JOB DESCRIPTION

• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

• • Monitor the appearance & standards of Front Desk and F&B team
• • Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area.
• • Maintain good communication and working relationships with all hotel departments
• • Monitor staffing levels to meet cover business demands
• • Manage staff performance issues in compliance with company policies and procedures
• • Comply with hotel security, fire regulations and all health and safety legislation
• • Act in accordance with policies and procedures when working with front of house equipment and property management systems
• • Assist with other departments, as necessary
• Able to work flexibly including weekends and early and late shifts

People

• Flexibility, as required to support other departments such as Front-Office, Restaurant & Bar, Kitchen, Housekeeping and Leisure Club, for which training will be received.
• The days required to work will be as per the business needs and of the department/hotel/office. Since the hotel industry is a 24-hour, seven days a week service these workdays may include shift works on Saturdays, Sundays, or customary public holidays.
• The Company reserves the right to amend and alter rostered working hours or shift patterns upon giving reasonable notice to the employees affected by the changes.
• You will be required to work 12-hour shifts, and this can be daytime or night time, in order to mitigate the risk associated with sharing the workspace and to manage reduced business levels.

• Maintain good working relationships with colleagues
• Attend training when required
• Constantly improve product knowledge to maximise revenue and the service provided.
• Attend regular briefing sessions and hotel meetings when required

GUEST SERVICE MANAGER JOB DESCRIPTION

Take a responsible approach towards timekeeping and attendance at work to ensure the department runs efficiently at all times, and to assist in the event of absence cover

• Have excellent personal presentation and adhere to the company standards of appearance at all times
• Maintain high levels of enthusiasm and commitment to every task undertaken
• Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work
• Participate in your annual review discussion and any subsequent conversations to review performance and objectives

Quality

• Ensure our guests receive an exceptional level of service and want to return
• Anticipate guests’ needs and provide service to exceed their expectations
• Take appropriate action with regards to guest feedback
• Comply with brand, hotel and company operating standards
• Adhere to departmental Standards of Performance
• Ensure routine maintenance is carried out in your areas of responsibility, reporting any damage, wear and tear
• Assist with on-going departmental cleaning, collect any litter, remove/report hazards
• Understand departmental risk assessments and be trained against them

Profit

• Take a positive approach towards upselling and confidently promote the product in order to maximise hotel revenue to meet and exceed budgeted targets
• Be fully aware of the hotel facilities and promote them whenever possible.
• Remain sales focused at all times
• Ensure charges are accurately posted to guest accounts
• Follow cash handling and credit procedures and report any discrepancies to your supervisor immediately
• Ensure that work is carried out in a way that is cost efficient and understand the ways in which profit can be maximized

Comply with the company codes of conduct at all times

• Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals
• Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries
• Understand your role and responsibilities in terms of the hotel Health & Safety Policy including completion of all mandatory training
• Familiarise yourself with emergency and evacuation procedures
• Understand your responsibilities with regards to security
• Proactively pursue all practices in line with Company environmental and energy saving initiatives

Success Criteria

• Arrive for work at the correct time, in the appropriate uniform, making sure that it is in immaculate condition
• Display a positive attitude at all times
• Contribute to the department ability to achieve or exceed the budgeted revenue and control expenditure
• Meet targets on brand specific guest feedback surveys
• Minimal guest complaints to be received

The benefits of working with us:

• • Pay reviews linked with personalised development plans
• • 28 days paid holiday (including public/bank holidays) pro rata
• • Employee discount programme within the Hotel group
• • Contributory pension scheme
• • Free meals on duty
• • Opportunities to be involved in charity and community events
• • 50% Discount on Food and Beverage
• • Full access to the Leisure Club

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.