Guest Service Manager

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our “people first” approach to business, the Aimbridge experience is like no other.

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contributions
• Staff meals on duty
• Free staff parking

As a Duty Manager you’ll be responsible for managing our teams and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing shift operations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You will play a key part in developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld.

• You’ll have prior experience and good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service, Food and Beverage and Housekeeping.
• You should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the hotel operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems.
• Five years experience in a hotel setting required.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards