Guest Services Manager

We currently have an amazing opportunity to join the team as a Guest Services Manager. Bespoke Benefits… What’s in it for you? At Bespoke Hotels, our people are our biggest asset. We focus on engagement and individual development, working with natural strengths and supporting education from a commercial perspective. We create pathways so our people know the direction their careers will head. We believe that great hospitality can only be delivered by a happy, motivated and engaged team; so this is at the heart of our culture and of our ‘Be-Attitude’ values. We are proud to provide equal opportunities for our team members, encouraging inclusive and creative culture, providing long-term careers, supporting community and assisting in environmental matters. At Bespoke, we ensure meaningful relationships with our colleagues, guests and third-party suppliers, positively celebrating diversity and inclusion within our teams, encouraging collaboration and creativity. We offer competitive salaries, incentives, ample scope for personal development and discounted hotel stays for you, your family, and friends. Requirements: As a Guest Services Manager you will be expected to: Lead the Guest Services team to deliver outstanding guest service, ensuring every guest feels valued and welcomed. Address guest needs promptly and professionally, building lasting impressions and guest loyalty. Oversee daily Guest Services operations, including check-in/out processes, room assignment accuracy, seamless billing, assisting at bar and restaurant as and when needed with a focus on efficient processes to minimize wait times and uphold high service standards. Recruit, train, and mentor Guest Services Team to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently. Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction. Manage Guest Services budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance. Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management. Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships. Ensure Guest Services operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members. What We Need from You: A minimum of 2 years of front desk experience in a supervisory or management capacity within the hospitality industry, ideally in a hotel setting. Proven record of effectively leading a team, building positive dynamics, and coaching for performance. Exceptional communication and interpersonal skills, with a passion for delivering high-quality guest service and resolving issues professionally. Strong organizational abilities to manage daily operations and administrative tasks efficiently. Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles. Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite. Resourceful, solution-oriented, and comfortable making decisions under pressure. Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry.

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