Guest Services Manager

Guest Services

The Langham, London; Europe’s first Grand Hotel is currently recruiting for a Guest Services Manager to join our talented Guest Service team. We are looking for a true hospitality professional, with the flair to deliver service at the highest level.

In the role of Guest Services Manager, your key focus will be to:

• oversee the day-to-day operation of the Guest Services department
• oversee the preparation and delivery of all VIP welcome cards and VIP amenities
• solve guest issues, complaints or requests when brought to the attention and escalated accordingly
• supervise and manage the team; performance manage, develop, help and ensure they have everything they need
• demonstrate expertise in the functionality of Shiji and/or Opera PMS and ensure all guest profiles are up to date
• maintain close communication within the department and with other hotel departments
• attend meetings with other departments or within Rooms Division as required

Do you have? -

• previous experience of working as a Guest Services Manager or an Assistant
• excellent customer service skills and a real understanding of 5* luxury environment service requirements
• excellent communication skills, in English language, both written and verbal
• knowledge of one other language (advantageous)
• immaculate personal presentation
• previous experience of managing and leading small to medium sized teams is essential
• hands-on, pro-active approach; taking personal responsibility and initiative to prevent or resolve problems

YOUR BENEFITS

Financial Wellbeing

• Discretionary Service Charge
• 28 days of holiday (inclusive of Bank Holidays) with the opportunity to increase to up to 33 days off based on Length of Service
• Access to Wagestream – a salary advance benefit
• Complimentary accommodation at all the Langham Hotels & Resorts, Cordis Hotels & Resorts, Eaton Workshop and affiliated hotels
• Discounted accommodation at The Langham, London for you and your family
• Discounts for you, your friends and family in our Food and Beverage outlets and on Spa treatments
• Up to £750 Recommend a Friend referral bonus
• Seasonal Travelcard loan
• A subsidised taxi journey (£20) for any shift you are scheduled to work between 00:00 and 05:00hrs
• Company pension plan
• Life insurance
• Discounts in various high street and online shops

Mental Wellbeing

• Colleague recognition system - being recognised and rewarded for positive guest comments or when you showcase one of our company values
• Learning and Development opportunities, including paid and unpaid cross-departmental training, empowering you to progress in your career
• 2 staff parties per year and several colleague social and community events
• Access to the Employee Assistance Programme by Hospitality Action (24/7)
• Access to Qualified Mental Health First Aiders on site
• Most Valued Colleague of the Month and Year Awards
• Long Service Awards

Physical Wellbeing

• Free meals on duty in our Staff Restaurant
• Uniform supplie