Guest Services Manager

The Four Points Express by Sheraton London Euston located in the heart of Euston, will be the first of its kind in the UK, providing unparalleled convenience for both business and leisure travellers. Whether for work or leisure, our guests are busy and on the move. They need a comfortable and affordable place to rest and recharge. At Four Points Express by Sheraton, we treat the basics with the importance they deserve, delivering a friendly, efficient, and reliable experience so our guests can relax about their stay. We make it effortless.

We believe that an efficient, clean, and affordable space is vital to making every trip a success. With the prime location, modern accommodation, and exceptional service, the Four Points Express by Sheraton London Euston follows brand values of convenience, honesty, assurance, and peace of mind for all our patrons.

We're confident that you and our guests will share memorable moments and assure you of an unforgettable journey with us.

Job Description

As Guest Services Manager at our Four POints Flex by Sheraton - Euston, you will oversee all aspects of the guest service operations across both front office and food & beverage departments. This includes: managing check-ins, departures, handling guest enquiries and complaint resolution, ensuring a seamless breakfast service, coordinating with other departments, to lead the Guest Service Assistants team and consistently provide exceptional customer service throughout the guest stay. Work to the required Four Points Flex brand standards and achieving the guest feedback scores as set by Marriott.

What We Offer

We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.

All Marriott Employee Benefits.
Apprenticeship programmes available.
Learning and Development Opportunities are available through our Leadership Development Programmes
Heavily discounted hotel stays and food & beverage discounts.
Uniform provided.
24/7 Employee Assistance Programme for you and your family.
Giving you access to counselling services, physical wellbeing & financial aid.
28 holiday days (pro rata for part-time).
Automatic Enrolment into a workplace pension scheme.

About Us

The Four Points Express by Sheraton is the first of its kind in the UK and is the newest addition to the Splendid Hospitality Group portfolio. This upcoming midscale Marriott brand is scheduled to open its doors in July 2024. Located in the heart of Euston, London, our goal is to provide guests with an unforgettable experience. We are currently seeking talented individuals to join our team and help us achieve this vision.

Role in our Family

Responsibilities:

Reception:

- Lead the Guest Service team, managing daily operations to ensure seamless and efficient service delivery.
- Coordinate with Reservations to identify guest requirements of opportunities to personalise their experience.
- Serve as the main point of contact for guest ensuring all hotel departments are briefed on individual guest needs and preferences.
- Seek verbal feedback from guests on a regular basis and respond to all guests' queries in a timely and efficient manner.
- Respond promptly to guest inquiries, requests, and complaints, coordinating with other departments to resolve issues efficiently.
- Manage the reception and assist with the daily duties where required.
- Monitor and respond to Guest satisfaction surveys in a timely manner, escalating any action points highlighted in the feedback received to the relevant departments.
- Actively lead and participate in Marriott Bonvoy membership enrolment initiatives, promoting program benefits to guests.
- Champion the PMS Opera system.

F&B/Kitchen Operations:

- Oversee the daily breakfast operations, ensuring a seamless guest experience that reflects the Marriot standards.
- Monitor buffet presentation, ensuring all food items are topped up and replenished promptly.
- Ensure all food items are prepared and presented in accordance with brand standards and specifications.
- Ensure adherence to all food safety, health, and hygiene regulations, conducting regular checks to maintain compliance.
- Maintain accurate documentation related to health & safety protocols.
- Train and monitor staff on food handling and hygiene practices to ensure a safe and clean environment.
- Assists in the ordering of Food and Beverage (F&B) supplies, cleaning supplies and uniforms.

Team management:

- Manage recruitment needs of the departments, utilising the relevant system.
- Ensure that all new starters have a induction plan, factoring in all relevant systems training, company and compliance training as well as property familiarisation training.
- Conduct reviews, probationary/ annual reviews and hold regular meetings with the team to ensure that they are working towards their KPI’s.
- Hold departmental meetings to ensure that the team are aware of latest information from the Company as well as the property.
- Develop, coach, and train team members, creating a personalised action plan to promote growth and foster a supportive and positive work environment.
- Set performance standards in line with brand expectations, monitor performance, and provide constructive feedback.
- Actively support employee engagement initiatives, building a cohesive and motivated team.
- Prepare staff schedules (Rota) to ensure all shifts are covered while balancing operational needs with appropriate training opportunities.
- Managing employee relations issues that may occur within the department with the support of the Regional People team.
- Undertaking Duty Management shifts and supporting the Senior Hotel Management team.
- Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience.

Person Specifications:

- Minimum of 2 years experience working in a similar role in Front Office/ Guest Services, and F&B operations within a hospitality setting.
- Proficient in delivering exceptional service and managing guest expectations to enhance guest satisfaction.
- Ability to manage and resolve guest complaints in a professional, calm, and confident manner.
- Experience with staff scheduling (Rota preparation), performance monitoring, and managing operational resources effectively.
- Proven ability to lead, motivate, and manage a diverse team across multiple departments (Guest Services, F&B, Kitchen).
- Ability to identify issues and their root causes quickly and implement effective solutions in high-pressure situations.
- Prioritizing tasks and managing multiple responsibilities effectively to ensure smooth daily operations.
- Ability to communicate in an effective and clear manner.
- Working knowledge of Opera PMS

What Happens Next

Does the Reception Manager suit your skillset? Apply now, this takes second, 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 Hospitality 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.