Guest Service Manager

DoubleTree by Hilton London ExCeL

Salary: Competitive
Job Type: Permanent
Hours: Full-time
Town: London

Right on the waterfront and next to the ExCel exhibition center, the hotel is only a 12 minute tube ride from Central London.

We are looking for a Guest Service Manager who can support the effective operation of the Front Office department and Hotel, by delivering exceptional customer service and leadership to the team

Benefits

• Worldwide employee discounts at Hilton Hotels through Go Hilton program;
• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

You should enjoy supervising and delivering front office operations smoothly and efficiently, dealing with guests' queries and complaints, and creating memorable experiences for our guests and colleagues. You will work closely with the management team, deputising in their absence, and working towards common goals.
You will need to be an effective communicator, with a hands- on approach. To be organised and able to support deliver company and brand standards.

The following duties will be:
·Driving customer satisfaction through assisting with the hotel’s daily operations, always supporting the operational departments in the delivery of exceptional guest service
·Carrying out Duty Management shifts a presence at the busiest times for the operation including regular evenings and weekends
-Flexible and able to regularly work evenings / weekends to meet the needs of the
·Ensure quality and standards are met consistently by the team, including delivery of Hilton
Brand Standards and loyalty programs
·Handling guest complaints, ensuring prompt resolution and follow up to any issues; assisting in responding to guests reviews and surveys
·Anticipate guest needs, and proactively manage their expectations
·As Duty Manager be part of Emergency team; complete fire walks, ensuring a clean and safe environment for staff and guests; Health and Safety reporting; carrying our Quality checks and Health and Safety checks
-Commercially aware, able to carry out show rounds and pass leads to the Sales and Reservations teams
-This list is not means exhaustive - other duties may be required as directed by Operations Manager/ Front Office Manager
An ideal opportunity to expand your knowledge of Front Office and Hotel operations – with future development towards Reception Manger and further.

Ideal Candidate
·Dynamic individual who has passion for always delivering excellent guest service
·Good hotel operational knowledge, ideally with experience in four- star hotel, in a Front Office supervisory role
·Flexible and able to regularly work evenings / weekends to meet the needs of the business
·A team Player with great communication and people skills
·Good problem solver/organiser – ability to think on your feet and perseverance to find solutions to any guest issue, resolving the issue whilst ‘surprising the delighting the guest’ in the process
·This is a role with a customer facing emphasis; you should feel comfortable interacting with guests and rolling up your sleeves and getting involved in service when required
- Experience leading a team
·Positive, can-do attitude always, always showing enthusiasm for customer service
·Always well presented, – engaging with guests on a regular basis to drive guest satisfaction
·Pro-active, always looking for ways to improve customer service
·Able to work under pressure deal with pressure situations calmly
·Takes Ownership, accepts responsibility and takes action to resolve any challenges in a positive way
·Strong verbal and written communication skills with a strong command of spoken and written English
- Knowledge of Front Office PMS, OnQ desirable

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and the DoubleTree by Hilton London ExCeL.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.