Guest Service Manager
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Guest Service Manager

About the job

Job Summary
We are looking for a Guest Service Manager with confidence, a strong work ethic, dedication and a ‘whatever it takes’ attitude to get the job done, whilst helping our guest ‘thrive’ and make the most out of their stays. Reporting to the General Manager, your core purpose will be:
DUTIES & RESPONSIBILITIES:
• Assist the Hotel Manager by being the’ face’ of Element Frankfurt when our guests arrive at the hotel or make telephone enquiries. It’s vital that they are warmly and efficiently welcomed, as you ‘confidently read’ and respond appropriately to their individual requirements. Equally, when they check out after their stay with us, we want them to leave happy and looking forward to their next visit
• Assist guests in a friendly, courteous and professional manner with registration and check out, ensuring that any special requirements are noted and passed to the appropriate department.
• Direct the day to day activities of your team of Guest Service Representatives; plan, organise and assign work, develop and communicate strategies and goals. Advise staff of formal policies and procedures.
• Train, inspire, motivate and manage the Guest Services team to ensure they meet their key objective of creating and maintaining great rapport with existing and new guests and achieving revenue goals and maximising profits for the hotel while maintaining guest satisfaction.
• Ensure your department rolls out and adheres to Residence Inns standard operating procedures.
• Ensure all complaints are dealt with appropriately taking on the authority to resolve any concerns and requests raised.
• Monitor all guest accounts ensuring that charges posted are correct and that supporting documentation is readily available.
• Manage the operation of the hotel switchboard to the Company standard, ensuring that all messages are correctly handled.
• Be aware of and operate the hotel cash handling, security and emergency procedures and report any discrepancies to the Hotel Manager immediately. Ensure banking of monies is completed accurately by all members of Guest Services Team.
• Make sure that you and your team are able to deal efficiently with reservation requests, confirmation of bookings and special requests.

• Be knowledgeable of hotel rates and terms of business, taking every opportunity to up sell rooms with the aim of achieving maximum occupancy at maximum rate.
• Take every opportunity to explain the facilities to our guests and potential guests



• Support and lead all members of the team to achieve and maintain standards to the highest possible level in respect of service, hygiene and Health & Safety.
• Deputise for the Hotel Manager as required.

About you

• Hotel reception experience
• Duty manager experience
• Ability to communicate clearly and concisely
• Customer focused “ No problem mentality”
• Smart professional appearance
• Passionate about Standards
• Keen eye for details
• Excellent organisational skills
• A sense of humour
• OPERA knowledge
• Preferably worked for extended stay hotel before
  • Languages required: German and English.

The company

A few minutes away from Frankfurt Airport, our sustainably built Element Frankfurt Airport Hotel gives you the peace and space you need to live your life while traveling. A total of 133 studios and suites bathed in natural light with flowing interior design and unique Heavenly® Beds provide you with the space you need for short or extended stays. A fully equipped and energy-efficient kitchen, a bright work space and a wealth of further amenities, such as the complimentary continental breakfast or gym, make your apartment in Frankfurt a real home away from home.

Cycas Hospitality is a hotel management company that prides itself on creating teams where people can be themselves, so that they can deliver positively OUTRAGEOUS service.

The Element Frankfurt has recently been taken over by Cycas Hospitality.
Our focus is to put PEOPLE at the heart of everything we do and we are looking to recruit a winning team. If you are looking for an exciting career with unlimited opportunities to thrive within Cycas Hospitalities growing portfolio of properties, please join our team!

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Guest Service Manager

Frankfurt, Germany

Full-time, 12 months

Start Date:

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