This role? It’s ALL about the guest and delivering an outstanding service for them. And ensuring your team do the same.
Through hands-on leadership, you will ensure your team achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improve the guest experience.
What you’ll be doing
- Leading the Guest Experience function at the hotel; ensuring that all guests experience a safe & outstanding level of service throughout their stay, including our Wedding couples, Meeting Clients and Private function guests.
- Collaborating with other functional leaders within the business to ensure smooth operation across departments, in order to enhance levels of guest service, including liasing with our Central Meeting & Events Hub to ensure we have everything in order for a smooth service on the day
- Frequently reviewing guest feedback and seeking new, innovative ways to improve the guest experience
- Demonstrating and leading by example with a culture of:
- Being attentive to all guests
- Accurately and promptly fulfilling guest requests
- Understanding and anticipating guest needs
- Maintaining a high level of knowledge which will enhance the guest experience
- Demonstrating a service attitude that exceeds expectations
- Taking appropriate action to resolve guest complaints
- Guide, motivate and nurture our Guest Service Assistant colleagues to support with continuing service excellence and demonstration of our company values and culture
- Managing the performance of your team, conducting frequent job-chats that seek to enhance performance and where required, manage underperformance
- Building a sales culture across the GSAs whilst executing sales initiatives to maximise room and M&E sales.
What’ll make you a great fit
- You’ll have experience as an Operational Department Manager within a fast-paced hotel/hospitality environment, ideally with Weddings, Sales, Meetings or Event experience
- You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
- You’ll love people – and as a result, have great interpersonal, communication skills and leadership skills
- Details? You love them! You’ll be incredibly attentive with guests as a result
- Flexible and able to remain focused on results under pressure and to challenging deadlines
- Self-motivated and confident
- Hard-working but FUN!
The benefits
- Discounts across retail, restaurants, events etc (because we know life isn’t just about work)
- Family and Friends discounts in hotels across the Kew Green Hotels estate
- Leisure Club complimentary membership
- International Travel at Employee Rate for other branded hotels within our brand family
- Progression and room to grow, with opportunities across the UK and internationally
- Flexible attitude and working hours.