Guest Service Manager
- Aberdeen
- Permanent
- Full-time
- Discounted hotel room rates for you and your friends & family
- An additional day's leave for your birthday
- Enhanced Maternity, adoption & shared parental leave
- Course Sponsorship
- 30% F&B discount at RBH hotels
- Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
- Flexible working arrangements
- Wagestream - choose how and when you get paid
- Life Insurance
- Employee Assistance Programme
- Social and wellness events and activities all year round
- Free meals on duty saving you over £1000 per year
- Ensure seamless check-in/check-out procedures and deliver outstanding service that reflects Aloft’s upbeat, social atmosphere. Promptly address guest needs and resolve concerns to build loyalty and enhance satisfaction.
- Recruit, train and mentor, the guest service team, Foster a positive, empowered, and collaborative work culture with regular coaching and performance support.
- Oversee the guest service team, including room assignments, system opening/closing, accurate billing, and maintaining guest records. Ensure processes are efficient, professional, and aligned with Marriott and brand standards. Ensure all relevant paperwork is completed in line with financial standards.
- Strong organisation skills, consensus building skills, effective conflict management skills and affective change management skills
- Act as a brand ambassador by embodying the Aloft style, promote Bonvoy membership and engage guests with a personalized, energetic approach.
- Act as the hotel’s primary point of contact for guest complaints and escalations. Lead Duty Manager shifts and coordinate with Housekeeping, Maintenance, and Sales to ensure smooth cross-departmental operations. Regularly monitors customer satisfaction and takes personal responsibility to ensure it
- Motivate the team to meet upselling targets by offering room upgrades and additional services. Collaborate with Sales & Marketing to promote packages and local experiences.
- Ensure front desk operations meet safety protocols, lead emergency procedures when required, and uphold a secure environment for guests and staff.
- Support on day-to-day shift activities, including breakfast setup, dinner service in Bam Bam, drinks in W XYZ Bar, and catering for meetings and events in Tactic.
- Guide and support team members through coaching and on-the-job training, ensuring high service standards and professional development.
- Proactively respond to guest feedback and handle any issues with confidence, ensuring every experience is memorable for the right reasons.
- Manage inventory and stock levels across all F&B outlets, ensuring supplies are well-controlled and cost-effective.
- Assist with staff scheduling and shift planning to ensure coverage and efficiency.
- Maintain cleanliness and safety standards throughout all service areas in line with health, safety, and Marriott brand compliance.
- Ensure health & safety standards are strictly followed.
- Monitor guest feedback and make improvements to enhance the offering.
- Coordinate food and beverage for meetings and private events.
- Work closely with Sales to meet client expectations, from coffee breaks to plated lunches.
- Any other reasonable duties or tasks as requested by your line manager.
- A welcoming personality who loves connecting with people and making their day brighter.
- Strong communication skills, comfortable chatting with guests and coordinating with team members.
- Sharp attention to detail, especially when it comes to handling guest needs and reservations.
- A problem-solver who can think on their feet, handling any situation with a positive attitude.
- Team spirit, ready to jump in wherever needed to keep things flowing smoothly.
- High energy and adaptability, thriving in a fast-paced environment where no two days are the same.