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Job Description
Guest Services Manager
Manage the front desk, ensuring seamless operations and exceptional guest experiences, while leading a team of direct reports and deputizing in the absence of the Front Office Manager.
About the Role
- Ensure the smooth running of the front desk on a daily basis, liaising between the guest and all departments.
- Welcome all guests to the hotel in a friendly manner, in conjunction with the Standard of Procedure.
- Monitor and action feedback received through guest satisfaction surveys, 3rd party websites, and from clients after and during their stay, and resolve any client disputes and complaints in a professional manner and within guidelines issued.
- Ensure that payment is verified upon check-in and follow the procedure for each different payment type.
- Supervise department employees, ensuring the correct standards and methods of service are maintained as stated.
- Anticipate and rectify problems to ensure the guest's well-being and satisfaction within the hotel.
- Manage and motivate a team of direct reports on a daily basis.
Requirements
- Previous management experience of at least 2 years, working at the Front Desk in a similar property.
- Excellent communication skills, highly focused, motivated, and professional in appearance and presentation to represent the Staycity Group Brand.
- Always strive to provide our guests with the highest standards of customer care.
- Eager to learn and develop.
- Excellent communication skills, both verbal and written.
- Outstanding customer service skills and attention to detail.
- Experience using Opera and excellent communication and interpersonal skills are required for this role.
About Staycity Group
Staycity Group is a thriving and rapidly expanding aparthotel operator, making waves across the heart of Europe. With an impressive track record of multiple new aparthotels opening each year, we're on an unstoppable journey, with 32 exceptional properties across iconic European cities.