What is the main purpose of the role?

You will be responsible for dealing with all guest enquires and day to day guest activities, you will liaise, organise and ensure the guest experience is smooth and expectations are exceeded. You will support the Duty Manager function and communicate all feedback to department managers and follow up on any actions issued. You will also ensure all on line guest feedback received is responded to in a proactive and appropriate manner, you will work with the hotel General Manager and relevant teams to provide appropriate solutions and thus ensure satisfied guests.

The Guest Experience Manager role also involves monitoring and analysing all complaints received to allow you to provide trend analysis which highlights the strengths and weaknesses within our operation. You will work closely with the HR teams to escalate any serious complaints, and with the relevant Operations Director to discuss any concerns and trends with the data.

The Ideal Candidate

You must be highly literate in Microsoft Office to be successful in this role and possess some administrative experience from a customer relations background. The Guest Experience Manager often has to work to demanding targets, so organisation and a high attention to detail are essential.

It’s also really important for us that you have exceptional communication skills, allowing you to develop and maintain effective working relationships, both internally and externally.

This role is a full time position and works 5 days from 7. It also involves working both early and late shifts as well as weekends.