JOIN OUR FAMILY
At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the look out for new talent to join us on our journey...
A DAY IN THE LIFE OF A GUEST SERVICE MANAGER AT THAMES RIVIERA HOTEL
What you'll be doing...
Reporting to the General Manager, you can expect your working day to include the following.
- To ensure that all guests and visitors receive a warm welcome and a lasting first impression of the hotel.
- To be a point of contact for all hotel guests in person, on the phone, or via email and to deal with all situations in a polite and courteous manner.
- To ensure that any special requests made by guests are followed through with the respective department.
- Strive as a team to exceed departmental targets including financial, guest review, loyalty enrolment, and loyalty recognition.
- Additional tasks as requested by Management should the situation arise.
- To support the reception team in administering check-ins and check-outs.
- Being a source of information to guests on various matters such as transport and restaurant advice.
- Accommodating general and unique requests.
- Diffusing conflict or tense situations with guests.
- Responsible for leading all aspects of the Food and Beverage operation across the hotel, including, Restaurant, Bar and Conference & Banqueting.
- Delivering Coaching and Training to your team to ensure the highest of standards are delivered and guest expectation is consistently exceeded.
- Responsible for day-to-day staffing and effective planning to ensure all aspects of Food and Beverage operate seamlessly.
- Manage the liquor stock rotation and weekly ordering in line with business requirements.
- Maintaining consistent standards, ensuring Health and Safety procedures are adhered to.
- Ensure staff are following the company’s policies and procedures.
WHAT WE NEED FROM YOU
We hire mostly on personality & potential but here are a few of our requirements...
To succeed in the role of Guest Service Manager, you will need the following qualities and skills.
- Excellent verbal and written communication skills
- Great attention to details
- To assist colleagues and other members of staff to create teamwork and quality service through communication.
- To adopt a ‘can do' attitude towards all aspects of customer service through a proactive and flexible approach to meeting customer needs
- The successful applicant for this role will deliver excellent customer service, have a positive ‘can do' attitude, be willing to learn and show that they care.
- Knowledge of appropriate F&B systems to support operational processes such as Micros (or relevant POS) would be advantageous.
- Organised, committed to delivering excellence and able to work under pressure.
- Passionate to bring new ideas, deliver on our promises and inspire those around you.
- Ability to predict problems before they arise, manage expectations and deal with any service recovery concerns which may occur.
WHAT WE OFFER
You will have access to a benefits package we believe truly works for our people and enhances our overall culture...
- Discounted hotel room rates for you and your friends & family
- Extra days holiday for your birthday
- Flexible working arrangements
- Pension
- Free meals on duty saving you over £1000 per year
To learn more about our full benefits package, click here to watch our employee benefits video.
EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact [email protected].
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