DoubleTree by Hilton Chester

As Guest Services Manager, you’ll be at the heart of the hotel operation – leading the team on shift and making sure everything runs smoothly for our guests, our team and the wider hotel. As the Hotel Duty Manager, you’ll be responsible for delivering a safe, efficient and enjoyable guest experience while ensuring our standards are consistently met.

What you’ll be doing:

Hotel Operations & Guest Services

• Acting as the Hotel Duty Manager when on shift, taking responsibility for the smooth running of the hotel and the guest experience.
• Completing a thorough handover at the start and end of each shift, ensuring key guest and operational information is communicated.
• Supervising the Guest Services team and ensuring duties are completed efficiently and to the required standards.
• Monitoring Reception operations and ensuring hotel systems, procedures and Hilton standards are consistently followed.
• Carrying out daily room audits and working closely with Housekeeping to resolve any issues.
• Responding to guest requests, concerns and complaints promptly and professionally, ensuring appropriate service recovery is provided.
• Supporting the Front Desk during busy periods and leading from the front when additional support is required.
• Ensuring conference rooms and guest areas are correctly prepared to company standards, including any booked meal requirements.
• Working closely with all hotel departments to resolve operational issues and support the wider goals of the property.

Team Leadership & Development

• Leading by example in guest relations and creating a positive, guest-focused environment.
• Coaching and supporting team members to understand guest needs and consistently deliver excellent service.
• Providing guidance and feedback, identifying opportunities to improve service performance and carrying out retraining where required.
• Ensuring new Guest Service Assistants complete their required induction, company orientation and departmental skills training.
• Managing performance issues that arise during shifts and escalating concerns to the Operations Manager or General Manager where appropriate.
• Ensuring colleagues arrive on time and are prepared for their shifts.
• Preparing efficient and cost-effective rotas in line with business levels and completing payroll requirements using EPS.
• Attending Heads of Department meetings when covering for the Senior Guest Services Manager.
• Providing cover for Night Managers and Night Auditors during periods of absence when required.