Guest Services Supervisor

Job Description

We are seeking a proactive Guest Services Supervisor to join our team in Telford. The ideal candidate will oversee front desk operations, lead a team of guest service associates, and ensure a consistently high level of guest satisfaction. You will be responsible for managing guest inquiries, complaints, and providing solutions to enhance the overall guest experience.

Responsibilities

• Oversee front desk functions and lead a high-performing guest services team.
• Address and resolve guest complaints in a timely manner.
• Ensure compliance with standard operating procedures and company policies.
• Conduct regular training sessions for staff on customer service best practices.
• Collaborate with housekeeping and maintenance teams to ensure guest satisfaction.
• Manage inventory of supplies and assist with budgetary processes.
• Gather and analyse guest feedback to enhance service quality.
• Assist in marketing initiatives to promote hotel services and events.
• Coordinate with management to develop service improvement plans.
• Participate in team meetings and contribute to operational discussions.

Requirements

Education

• Higher National Diploma (HND) in Hospitality
• Bachelor’s degree in Business Administration is an advantage

Experience

• 3+ years of experience in customer service or hospitality management

Technical Skills

• Leadership
• Time Management

Soft Skills

• Teamwork
• Adaptability

Certifications

• Hospitality Management Certification
• Customer Service Excellence Certification

Languages

• English: Fluent

Advantageous

• Previous experience in a leadership role: Showcasing a strong background in leadership within the hospitality sector.
• Knowledge of local attractions: Understanding of local tourist spots and activities to enhance guest recommendations.

Benefits

• Comprehensive health and wellness programs.
• Flexible working hours and work-life balance initiatives.
• Opportunities for training and professional development.
• Team-building events and activities.

Company Culture

• Diversity and Inclusion: We are committed to fostering a diverse and inclusive workplace.
• Continuous Development: We offer ongoing training opportunities to enhance employee skills and careers.
• Customer-Centric Approach: Our focus is always on providing the best experience to our guests.