Guest Service Team Leader

Company Description

Overlooking the historic Bute East Dock, Novotel Cardiff Centre is for guests looking for style and comfort. It offers a quiet location close to many local attractions, including Cardiff Castle, Cardiff Bay and St David's Shopping Centre. Relax and unwind with our fantastic leisure facilities, including a gym, swimming pool and steam room. The on-site Customs Shed restaurant offers a mix of local and international cuisine, while the bar boasts a selection of beverages for you to relax and savour.

Our hotel is conveniently located for both rail and road travellers. It's just an 11-minute walk from Cardiff Central Station and a 10-minute drive from the M4. If you're flying in, we're approximately 30 minutes away from Cardiff International Airport. Our facilities are perfectly tailored for business travellers. We've got ten fully equipped meeting rooms available, which can accommodate up to 200 guests.

The hotel makes a great base for anyone travelling further afield too. Brecon Beacons National Park, Caerphilly, Swansea and Bristol are within reach. The hotel is extremely convenient and caters to all types of trip.

Job Description

• Ensure high standards of services provided for guests and the attainment of both the Rooms and Food & Beverage Departments qualitative and quantitative targets 

• Conveys the hotel’s image and atmosphere through his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field 

• Manages and motivates Reception teams in order to improve sales and the quality of F&B and Front Office services 

• Manages the movement and fluidity of the host-ables to ensure optimum efficiency and reactivity of peak guest service periods at reception and F&B outlets and leisure  

• Improve the departments result by increasing sales and productivity of F&B and Front Office point of sale 

• Actively upsell ALL memberships to maximise guest engagement and revenue. 

• Proactively upsell room categories, car parking and leisure memberships to maximise total revenue per guest. 

• Deputises for the Front Office Manager in her absence 

Qualifications

• Proven experience in a front office or reception role, preferably with supervisory responsibilities.
• Strong leadership and team management skills with the ability to motivate and coach staff.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work in a fast-paced environment, multitask, and solve problems efficiently.
• Flexibility to work varied shifts 
• Experience with hotel PMS systems (e.g., Opera) is an advantage.
• Hospitality or customer service qualification (preferred).

Additional Information

What will you get?

Having great people involves great rewards! As an employee of Accor, you will be part of a world leading hospitality brand, offering many other perks such as:

• Pension Scheme
• A Discount Card to be used in Accor Hotels Worldwide
• Complimentary stays in UK hotel (Bonus Breaks Vouchers - subject to availability and T&C)
• Training & Development
• Additional holidays with service
• Recommend a friend scheme
• Employee Advisory Service
• ... And much more !