Guest Services Manager

Department/Location: Institute of Continuing Education, Madingley Hall

The Role 

We are currently seeking a results-driven Guest Services Manager. The role is to oversee and manage all aspects of the guest service, ensuring exceptional guest experiences and efficient operations within the Front Desk, Duty Management and Night Security functions. This role requires strong leadership skills, attention to detail, and a customer-centric approach.

The primary goal will be to cohesively bring together all the guest service departments to ensure the guest journey and experience from arrival to departure to the Hall. The role delivers and maintains standards of service in line with financial controls and agreed operating service standards within front office and night services. 

Key responsibilities include but not limited to: 

• Supervise (6 people) and manage (directly 1 person) all subdivisional teams and operations, including, front desk, night management and duty management.  
• Develop and implement strategies to maximise revenues (budget management and revenue generation), guest satisfaction, business efficiencies and overall profitability of the hall business. 
• Implement and enforce hall policies and procedures related to its operating departments. 
• Responsible for the security of the department building(s). Liaise with University and departmental Security Service and contractor regarding security of building issues as required. Deal with access for staff and contractors, act as authorised signatory for access to card holders in the department, ensure the buildings are locked and unlocked appropriately.  

Location 

Madingley Hall is part of the Institute of Continuing Education in the University of Cambridge. Built in the 16th century, this elegant country house has 16 well-equipped meeting rooms, 62 ensuite bedrooms, a professional kitchen, licensed bar, coffee shop, Lodge House available as rentable short-stay accommodation and is set in 8-acres of grounds including superb Capability Brown designed gardens. 

How to Apply 

Click the 'Apply' button to register an account with our recruitment system (if you have not already) and apply online

Benefits 

• 41 days annual leave, inclusive of Bank Holidays 
• Defined benefits pension schemes  
• Flexible working options  
• Support for health & mental wellbeing 
• Discounts on shopping  
• Rental deposit scheme  
• Public transport season ticket loans 

Once an offer of employment has been accepted, the successful candidate will be required to undergo a health assessment.

To apply online for this vacancy and to view further information about the role, please click 'Apply' above. 

Informal enquiries are encouraged and can be made to David Toulson-Burke General Manager via email: david.toulson-burke@ice.cam.ac.uk 

Questions about the application process may be directed to: HR@ICE.cam.ac.uk. 

The closing date for applications is 27 April 2025 Interviews will take place soon after the advertisement closing date. 

Please quote reference EA45702 on your application and in any correspondence about this vacancy. 

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society. 

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

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