Job Title

GUEST SERVICES MANAGER£27,500 per annum + monthly service charge paymentThe PlaceAlexander House Hotel & Utopia Spa, part of Alexander Hotels, is a private group of distinguished hotels just outside London.Our facilities include a 5 Red Star, award-winning Utopia Spa, 58 bedrooms including the new luxury Cedar Lodge development, and a 2-bedroom self-contained Gatehouse.We boast 2 award-winning restaurants: Reflections Restaurant (2 Rosette, 60 covers) and AG’s Restaurant (3 Rosette, 35 covers), along with conference, banqueting, and private dining rooms catering for 8 to 95 guests.Visit our website for a full list of facilities.The RoleWe are seeking a smart, friendly, well-organized, guest service-focused individual to join our Guest Services team. You must have a five-star smile and a warm, approachable personality. You will be key to delivering an exceptional guest experience, completing Duty Management shifts with a focus on guest care and interaction to ensure total guest satisfaction from arrival to departure. Your actions will directly influence guest satisfaction and their overall experience.Work 5 days, 40 hours per week, with flexible shifts covering daytime and evening, including weekends (7am – 3.30pm and 2.30pm to 11pm)Lead Duty Management shifts as per checklistsEnsure all departments are correctly staffed to provide excellent serviceMaintain the presentation standards of staff and areas to a 5-star levelHold daily briefings with departmental heads to discuss the day's operations and challengesAssist departments during peak periods to maintain service qualityGreet guests, recognizing VIPs, returning guests, and those celebrating special occasionsCoordinate with all departments for smooth daily operationsManage the Guest Services phone, supporting operational staff and resolving challengesHandle guest complaints to ensure satisfaction before departureOversee health and safety, fire safety, and procedures during your shiftProvide a thorough handover to the next Duty Manager for continuityAct as Host Manager during busy arrival/departure times, welcoming guests and coordinating reception and concierge servicesRequirementsExcellent personal appearanceConfident communicator in person, on the phone, and in writingWarm, friendly demeanorGenuine desire to serve guestsAbility to coach and direct staff on shiftOrganized with strong attention to detailOperational hotel experience across food & beverage and front of house departments is essentialThe Benefits£31,000 per annum + monthly service charge payment4 weeks holiday, increasing to 5 with service8 Bank holidaysFree parkingUniform providedAdditional benefits include:Discounted hotel stays for staff and familyDiscounted hair treatments at Utopia SpasDiscounts on food & beverage, treatments, and retail productsRefer a friend staff recruitment schemeSpecial anniversary benefits, including birthday off, complimentary stays, lunch/afternoon tea, and holiday days#J-18808-Ljbffr