GUEST SERVICE MANAGER

Job Title: 

Guest Service Manager

Location:  

European Beach Resorts

Department: 

Overseas Operations 

Dates: 

April – November

Reports to: 

Resort or General Manager

Salary: 

Up to £1300 PCM based on experience + accommodation* + great overall package

 

Job Role Summary:

As Guest Service Manager your primary responsibility will be to ensure that we consistently exceed our guest expectations. It is essential to connect with all guests during their holiday, address any complaints, and handle them quickly and efficiently.

You’ll need the perfect combination of excellent interpersonal skills a friendly, approachable, and outgoing personality. It’s also essential that you’re efficient, reliable, assertive, and conscientious.  

You’ll be a visible presence around the resort, keeping an open line of communication with our guests, maintaining rapport and addressing/rectifying issues efficiently. Your main priority is creating a fantastic holiday experience for our guests, and this will be at the centre of everything you do.

We are always looking for friendly, enthusiastic, and approachable individuals to join our fantastic team, so if this is the role for you, please apply online today.

 

Key Responsibilities and Tasks:

  • To be passionate about creating, perfecting, taking full ownership and responsibility for all aspects of a perfect guest holiday experience
  • To work closely with your fellow senior hotel management team to create a welcoming guest environment across all departments
  • To be the customer service ambassador for the Neilson Active Holidays and to ensure we are consistently delivering a premium holiday experience 
  • To bring exceptionally high standards and attention to detail
  • As a brand ambassador, you will be the main point of reference for all guests
  • You will be resourceful and able to display extensive knowledge of your hotel & resort – You’ll know everything about everything, and what you don’t know; you’ll know who to ask
  • You will be responsible for creating the first and last impressions for our guests and ensuring that all resort team members always understand/support the importance of this
  • You will manage all pre and post communications to ensure a seamless experience for our guests 
  • Take a pro-active approach to achieve excellent guest feedback
  • You will efficiently and effectively identify/resolve all customer problems or complaints as/when they arise 
  • You will work closely with the Senior Management team to take the necessary corrective action to prevent any future re-occurrence of these issues 
  • To be aware of the basic legal requirements about health and safety, hygiene and security within the local, European and British laws
  • To report any supply or equipment needs and to immediately flag any equipment defects to the General Manager

Operational Management: 

  • You will work closely with the Resort Host to develop and deliver a varied and balanced resort entertainment program – This program will create an inclusive social atmosphere suitable for all and will assist in the generation of additional resort income
  • You will be a visible and physical presence during mealtimes, coffee mornings, bar afternoons, and social events – This is an important time for guests to speak with you, ask you questions or raise any issues.
  • You will manage and coordinate the airport transfer days for guests departing and arriving – This will include prepping the transfer reps, going to the airport, coordinating coaches and dealing with any flight problems, i.e. lost bags
  • You will work closely with the Senior Managers throughout the season to ensure that we meet our duty of care
  • You will manage guests over multiple arrival days and ensure that all have an equally excellent experience
  • You will own and manage the entire guest experience from the welcome as they step off the plane through to the minute they step back on board
  • You will identify anything that could have a negative impact on the premium guest experience and report back to the UK Director of Customer Experience on a weekly basis
  • Your job is to create, finesse and deliver the premium experience sold to our guests
  • You will find solutions to overcome any resort barriers, and we will challenge you to find the faults, raise and rectify them
  • You are the brand, the personality of your hotel

Leadership, Management, Personal Skills & Qualities:

  • Strong leadership and personal presence
  • Ability to demonstrate focus, energy, and tenacity in the pursuit of results
  • Self-motivated and able to motivate, influence, and inspire others
  • Previous experience in customer service within the hotel and hospitality industry is crucial 
  • A confident and entertaining persona
  • A solid understanding of excellent customer service practice
  • Excellent interpersonal and communication skills with the ability to effectively communicate in English, both verbally & written
  • To manage, record, and resolve guest complaints as a priority 

Technical Skills & Knowledge:

  • Previous experience in event coordinating & organisation
  • Strong microphone skills, the ability to project voice and to sound interesting
  • Foreign language skills would be helpful but not essential

Experience & Track Record:

  • Previous experience in a hotel/travel environment is essential
  • Previous overseas experience is essential
  • Previous experience within the active holiday sector is desirable

 Personal Qualities:

  • Welcoming, professional and enthusiastic
  • Highly motivated
  • Organised and punctual
  • Flexible
  • Target orientated with excellent negotiation skills
  • Clean and tidy appearance
  • Approachable, confident, knowledgeable

* For clarity, staff accommodation is either included in the package or deducted as part of the salary. This arrangement is resort specific. No employee will incur any loss of earnings due to the fact that the wage for each role is balanced across the entire programme.                            

Find out more about working for Neilson

This job is full on, but it’s so rewarding… I love it!

Neilson are a great company to work for and there’s loads of opportunities to progress!

Neilson Recruitment