Guest Service Manager
Description
Picture this: the front desk is buzzing, guests are arriving from near and far, and you’re at the heart of it all, leading your team with confidence and care. You ensure every guest feels welcomed, every challenge is met with calm efficiency, and every team member is supported to deliver their best. No two days are the same—fresh faces, new challenges, and moments to shine. In this role, you’re not just managing a team; you’re shaping experiences that guests will remember long after they leave.### What You Will Do In This Splendid Role:
Our team are the heart and soul of all we do. Here’s what you’ll be up to:* Lead and inspire your team to deliver exceptional guest service, offering coaching and guidance where needed.
- Welcome every guest with warmth, ensuring their experience is smooth, personal, and memorable.
- Oversee front office operations, keeping everything running efficiently and resolving any challenges that arise.
- Work closely with other departments to create those little moments that make a stay unforgettable.
- Drive continuous improvement, spotting opportunities to enhance service, support your team, and uphold our standards.
What Makes You Splendid:
We live by our values – and we’d love you to bring them to life every day:* Nimble \- You adapt quickly, stepping in wherever needed to keep the front office running seamlessly.
- Open \- You foster a welcoming, inclusive environment, encouraging open communication across your team.
- Brilliant \- You set high standards, inspire exceptional service, and spot opportunities to improve every day.
- Honest \- You act with integrity, take ownership of decisions, and build trust with guests and colleagues alike.
When you join Splendid, you will enjoy a reward package to support your lifestyle, wellbeing and career. Here are just some of the benefits on offer:* Employee Assistance Programme (EAP) \- confidential wellbeing support whenever you need it with 24/7 access to remote GP appointments.
- Hotel Room Discounts \- stay with us or our partner hotels at special team rates including discounted rates for friends and family.
- Food \& Beverage Discounts \- enjoy meals and drinks at reduced prices across our hotels.
- Life Assurance \- peace of mind for you and your loved ones.
- Salary Sacrifice \- Car Scheme: our team members can enjoy the ultimate benefit of driving a brand new, full insured and maintained car for a fixed monthly amount taken from their salary.
- Stream \- access your earned wages up to 50% whenever you need them giving you financial flexibility and Highstreet discounts available.
- Pension \- auto enrolment into the company pension scheme.
- Learning \& Development \- opportunities available to progress your skills and career.
About Holiday Inn Express \- York East
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.
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