Guest Services Manager

Administration - Holiday Inn Express York East

Contract: Full Time
Salary: 28500

Located on the outskirts of York, Holiday Inn Express York is a welcoming hotel ideal for business or leisure. Comfortable beds, an Express Start™ Breakfast, complimentary WiFi and free parking are all included, offering value for money and a great base whether you're heading into the city on the nearby Park and Ride or exploring further afield.

Holiday Inn Express York is an ideal base for those wishing to explore North Yorkshire. From the historic city of York to the North York Moors and beyond, with so much on its doorstep and the coast under an hour's drive away, a stay at this hotel allows you to experience and explore North Yorkshire to your heart's content.

Job Description

We are looking for a dedicated, caring and passionate individual to manage the operations of the departments to the standards set out by the hotel and company.

As a Guest Services Manager you should be supportive, proactive, analytical, and entrepreneurial; creating extraordinary experiences for our guests, fostering an empowered environment for our Splendid Family Members, whilst supporting and working closely with the General Manager to drive and achieve quality results, reflecting the company culture and values

What We Offer

Splendid Hospitality Group is proud to provide our family with a variety of benefits to enhance and drive engagement. We believe in consistent and tangible reward and recognition initiatives, and we put health and wellbeing firmly at the heart of our employer brand. Joining Splendid Hospitality Group is not just a career, but a deeply rewarding journey with limitless opportunities to develop and grow.

We offer:
• Heavily discounted hotel stays and food & beverage discounts at IHG Hotels and Resorts Worldwide
• Wage stream – Stream up to 50% pay as it is earned and set automatic savings to support your financial well-being
• Splendid Family discounts across our group - on accommodation, food and drink
• Automatic Enrolment into a workplace pension scheme
• 28 holiday days
• Apprenticeship programmes available
• Learning and Development Opportunities
• 24/7 Employee Assistance Programme for you and your family. Giving you access to counselling services, physical wellbeing & financial aid

About Us

Our hotel is a quiet, quaint hotel set 2 miles from centre of York. Here you will find a welcoming team that create an environment of fun, trust, hard work, and family. We all love our jobs and work together as a unit towards delivering the very best guest service to all who enter through our hotel.
Nearest bus stop either Yorkshire Coastliner, Stockton Lane, 10 mins walk, close to Monks Cross.

Role in our Family

As Guest Services Manager, your key responsibilities will include:

• Overseeing daily hotel operations: Manage the smooth operation of all hotel departments, including front desk, housekeeping, food & beverage, and maintenance.
• To deputise for the GM as and when required.
• Manage staff: Supervise, train, and motivate hotel staff to ensure excellent guest service and efficient operations, while also handling recruitment, performance management, and fostering a positive work environment to support staff development and retention. To ensure adherence to company’s Grooming standards, timekeeping and attendance policies.
• Budget management: Overseeing banking activities, managing cash flow, and ensuring accurate financial reporting and reconciliation. To ensure and have a full working knowledge of company’s financial, billing & banking procedures, to ensure that staff follows them as appropriate.
• Commercial Management: Stay engaged with the hotel's local environment, ensure accurate information on Concerto and OTA websites, monitor service quality through guest feedback on Heartbeat - Medallia.
• Ensure guest satisfaction: Address guest complaints, resolve issues, and ensure a high standard of customer service is maintained.
• Maintain safety and cleanliness standards: Ensure the hotel complies with health and safety regulations, support external auditors during their audits, and ensure all necessary documentation and procedures are in place to maintain cleanliness and safety across all areas.
• Implement operational procedures: Develop and enforce standard operating procedures for various hotel functions to ensure consistency, while adhering to brand standards to maintain the quality and reputation of the hotel.
• Monitor inventory and ordering: Ensure adequate stock levels of supplies for hotel operations and manage ordering and inventory control.
• Be conversant with the hotel Health and Safety, Fire Safety, Departmental Fire Safety and Security procedures.
• To work alongside GM & HR in order to support staff, to coach and council staff as and when required.

What Happens Next

Does this role suit your skillset? Apply now, this takes seconds, you’ll just need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, your experience and let us tell more about the Splendid group.

The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.