The team responsible for welcoming guests to our fabulous property are seeking a Guest Services Manager to assist in ensuring that our guests' first and last impressions of The Grove are handled as smoothly and professionally as they have come to expect. Supervising the Reception team in assisting with general enquiries, quickly learning the check-in/out process and taking responsibility for cash handling, this is a key role in delivering The Grove's high service standards. Previous hotel experience, preferably gained in a fast-paced, 5* operation, is essential. This is a maternity cover role. JOB TITLE: Guest Services Manager, REPORTING TO: Resident Manager, JOB PURPOSE: To take responsibility for the day to day running of the Hotel in the absence of the Executive Management Team. ACCOUNTABILITIES: 1. Ensuring all maintenance dockets are filled in correctly and faults are followed up in a timely manner to maintain the physical product, 2. Responsible for the monitoring of all costs within the department including staff costs, and to increase revenue in line with budget, whilst handling all monies in line with company procedures, 3. To recruit, train, monitor, discipline and carry out timely EARs for allocated staff to maintain standards and consistency of delivery as directed within the law and engage staff in the departmental objective process ensuring guest satisfaction, 4. Using information available, plan and control both the preparation of future shifts and effective communication to the team, and other relevant departments, to ensure standards are met, 5. To take appropriate action and co-operate with your team colleagues to maintain a safe and equitable working environment whilst being sensitive to, and aware of, business/staffing levels in order to maintain a disciplined but harmonious department, 6. To ensure any Guest requests and complaints are handled effectively and any outside your area of expertise are raised immediately to the appropriate level, 7. To work within all company policies with specific reference to the Health and Safety at Work Act. PERSON SPECIFICATION, Essential, GCSE Level D (or equivalent) written and spoken English & maths, A flexible attitude, Previous management experience in a similar operation, Demonstrable leadership & organisational skills, Intermediate knowledge of Microsoft office, Desirable: Train the Trainer Certificate, Previous experience of working with budgets and forecasting, Company benefits include: Excellent training and development opportunities from a gold standard Investor in People, Generous discount for you and your family/friends on food and beverage, room rate, golf and spa treatments, Annual loyalty stays, Use of leisure facilities, Dental care, One free meal whilst on duty, Uniform provided, Holiday entitlement which increases after 2 years' service, Subsidised staff accommodation if required, Staff shuttle bus to Watford town centre and train station
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