Hotel & Guest Services Manager

The Hotel & Guest Services Manager will lead in the organisation & management of the hospitality space, the team & amenities. This is for a contract working on a Global Sporting event in the US and starts on the 6th of July and ends on the 20th of July.

Key Responsibilities:

• Develop a clear understanding of the Hospitality Programme and daily schedule 

• Build strong relationship with key hotel teams to ensure smooth running of onsite operations 

• Prepare Guest Services Operations Manual, to include policies and procedures for all possible circumstances 

• Develop a guest registration system to ensure quick, efficient check-in process 

• Ensure all guests are personally welcomed, fully briefed of next point of contact, event timings and receive welcome packs including premiums tickets and credentials 

• With the Guest Communications team, devise process for tracking and communicating all guest changes and information updates 

• Demonstrate friendly, professional and efficient service with clients, hotel teams and guests 

• Pro-actively assist guests to resolve any problems they encounter 

• Manage optional leisure activity service available to guests through Hospitality Desk 

• Where necessary, manage the operation & running of Guest Lounge within hotel to provide excellent customer service and a top-class hospitality experience for all guests, including F&B replenishment, drinks service and ensuring the Lounge is immaculately presented 

• Implement daily meetings with key hotel staff in order to manage/reconcile accounts and brief hotel of daily schedule and any necessary changes. 

• Prepare familiarisation training so that both self and team are fully conversant with all aspects of the programme including hotel facilities; event venues; excursion & activity venues 

• Prepare a practical information resource for the Guest Services Team so that information is readily available & easily accessible including essential contact numbers, travel agency services, venue information, venue maps, match schedules etc. 

• Liaise with Airport & Transport teams to ensure efficient arrival & departure systems 

• Devise and implement a system for checking guest arrival & departure information 

• Set up a system for recording and reporting guests chosen activities/events if applicable 

• Liaise with the Guest Communications team to ensure all reports/information communicated as necessary 

• Liaise with Team Managers to develop staffing strategy and team rotas 

• Assist Programme leads in planning and delivery of Event/Hotel Host training 

• Manage hospitality desks onsite to ensure correct information is displayed, and desks are opened punctually, and well-presented 

• Ensure team is thoroughly briefed on the client hierarchy and is conversant with appropriate etiquette 

• Devise effective communication system is in place to notify guests & team of any programme changes 

• Manage team to ensure they are fully briefed & immaculately presented whenever on duty 

• Motivate team to ensure delivery of excellent service levels at all times 

This is not an exhaustive list, and all team members will be expected to contribute to any other aspects of the business, as necessary. 

Skills, Knowledge & Expertise:

• Fluent in English. Other languages would be advantageous.

• Excellent communications skills 

• Quality service orientated with a “Can Do” attitude 

• Management skills 

• Previous experience of hotel or event hospitality service 

• Methodical, accurate and an eye for detail 

• Good IT skills, especially with hotel databases 

• Ability to multi-task and meet strict deadlines 

• High Level understanding of what constitutes excellent customer service 

• Able to build rapport at all levels 

• Experience of handling VIP guests 

• Ability to lead, train and motivate the hospitality team to deliver exemplary service

Attributes: 

• High energy, comfortable working potentially long hours in a demanding but rewarding   and friendly environment 

• Flexible, enthusiastic, confident, outgoing 

• Willing to roll sleeves up and get involved 

• Passionate about sport, hospitality and delivery  

• Able to work in a calm, kind and professional manner in a pressured environment 

• Ability to prioritise a demanding workload