We have a lovely opportunity with this retail destination for a hotel Guest Relations / Front Office professional who is looking to gain experience outside of the hospitality industry. The Assistant Manager is responsible for helping to ensure an outstanding customer experience to a five star standard. Key role responsibilities include:

• Assist in ensuring all company strategies are implemented regarding hospitality and guest services.
• Lead by example, acting as ambassador of hospitality and guest service delivery.
• Ensure that all front of house teams offer an excellent standard of welcome and customer care to all visitors.
• Regularly partner with other department teams to ensure that hospitality standards and services are delivered properly and consistently.
• Contribute in shaping and establishing critical Hospitality/Service measures, ensuring that the team understands these standards and the part they play in delivering on these.
• Own, oversee and diligently manage customer complaints and customer feedback to ensure that all comments are dealt with appropriately and feedback is collated and reported to the business in a programme of continuous improvement.
• Identify and communicate opportunities for the introduction of new services.
• Work closely with the Retail and Marketing teams to effectively plan for all key trading/calendar events and peak periods, ie Easter, Christmas, Chinese New Year etc.
• Manage and monitor KPI performance of gift card sales.
• Support the operation of all guest services.
• Weekly communication to the team of KPI’s, ensuring that all staff understand their role in delivering them.
• Ensure security standards are met and adhered to at all time.
• Ensure the department is fit to audit and provide an auditable trail facility.
• Plan and deliver department budget, manage the payroll budget, taking appropriate action to ensure cost effectiveness, as and when required.
• Consistently manage and review the performance & development of the team.

The ideal candidate will have at least three years’ experience in a guest-facing management role in a fast-paced hospitality service environment. Must be a proven people manager with strong leadership skills and proven track record of managing a large roster.

Further candidate attributes include:

• Excellent communicator and relationship builder
• Strong commercial acumen
• Ability to plan, prioritise effectively
• Able to work individually or as part of a team
• Easily collaborates across multi-functional departments
• Sound critical thinking skills and solution orientated
• Demonstrates drive, resilience and flexibility
• Flexibility in terms of working hours & pattern (including weekends and Bank Holidays)
• Interest in and knowledge of the local area
• Strong cultural awareness
• Fluency in English is essential, other European language an advantage
• Computer literate and fully competent in preparing regular reporting  

A wide arrange of benefits is available with this role including pension, life assurance, referral bonus, discounted shopping and private healthcare to name just a few.

Send in your CV today to find out more on this role!