Holiday Inn Express Manchester City Centre Arena (Northern Quarter)
Senior Guest Service Manager
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What you’ll be doing!
Holiday Inn Express Manchester Arena we are looking for a Senior Guest Service Manager to join our team. Reporting to the Operations Manager The SGSM will lead the team of GSMs & GSAs to ensure each and every guest experiences the Holiday Inn Express Brand consistently and that the best service is given throughout their stay. You will lead the team of GSAs & GSM’s in welcoming guests in a friendly, prompt and professional manner recognising IHG One Rewards Club Members and also returning guests. The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay. The Great Room is a place for our guests to Kick Start their day with the Express Breakfast and also work or rest during the day and into the Evening. The Breakfast service should be friendly, efficient and helpful and the Great Room maintained to a high standard at all times.
Who You’ll Be working for!
As part of the Centre Island Franchise, the 192 bedroom Holiday Inn Express Manchester Arena is situated right in the heart of Manchester with the Manchester Arena, The Print works and the Manchester Arndale just minutes’ walk from the hotel. Located in the vibrant Northern Quarter we are ideally located for the business and leisure traveller giving our guests the gateway to what the city has to offer.
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At Holiday Inn Express® our purpose is to provide simple, smart travel. That’s where you come in! When you’re part of the Holiday Inn Express brand you’re more than just a job title. At Holiday Inn Express we look for people who are welcoming and smart; people who can focus on the things that really matter to our guests and get them right every time.
Our Values
At Centre Island you’ll be joining a growing family of 9 hotels with over 500 employees. At Centre Island we deliver the brand with Centre Island Values. All our employees are engaged, enthusiastic who have Centre Island personality.
We believe our values are an integral part of our business and our teams strive to always:
- Act with INTEGRITY and CARE
- ENGAGED with customers and colleagues alike
- Have PASSION and take OWNERSHIP in everything they do
- Strive to be CREATIVE to continuously improve
What we offer you!
- 28 Days holiday increasing to 33 days after your 5th year of service
- Full uniform provided
- Access to IHG’s worldwide Employee Rate and Friends & Family discount schemes
- Internal Rewards programme where you can get recognised with Love 2 Shop vouchers for demonstrating great work
- ILM / City & Guilds accredited Talent Development programme and the opportunity to work with a fast paced, customer-focused company
Main Duties and Responsibilities:
- Lead the GSA team to deliver exceptional service
- Run early and late shifts successful, ensuring all processes are followed
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
- Coach and develop both GSM & GSA through success reviews and plans
- Rota management – Ensure the rota is fair and covered for the busy periods
- Beverage control
- Oversee Front of House operations including Breakfast
- Communicate with Housekeeping to maintain condition, Brand Standards and high scores on Heartbeat
- Heartbeat and winning metric – make this part of the culture of the hotel and let the staff live and breathe the brand training
- Accountability for financial performance for front of house including floats for bar/desk/safe
- Team training through Cloud and Merlin. Ensure all team members are up to date with current
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Working 5 days out of 7 over shifts, may include the occasional night shifts
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests!
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