In this role, you’ll be at the heart of an energetic Guest & Owner Experience team, leading with clear direction and plenty of motivation. You’ll inspire your team to hit their goals and keep up high standards by showing them how it’s done! You’ll be hands‑on with performance, offering feedback to help your team grow, tackling any challenges, and supporting their development. Managing resources like budgets and tools will be key to keeping things running smoothly. You’ll also be the driving force behind fantastic guest and owner experiences, continuously improving how we interact and solving any issues that pop up. Plus, you’ll make sure everything stays safe, compliant, and on point with company policies.
Responsibilities
* Team Leadership: Lead, motivate, and support the team to deliver excellent service and achieve targets.
* Guest Experience: Ensure top‑tier guest satisfaction by addressing concerns, improving service, and driving a welcoming atmosphere.
* Performance Management: Monitor individual and team performance, providing regular feedback, coaching, and conducting performance reviews.
* Resource Management: Oversee team scheduling, budgets, and resources to maximise efficiency and meet business needs.
* Compliance and Safety: Ensure all operations comply with health and safety regulations, company policies, and standards.
* Problem Solving: Quickly resolve any operational issues that arise, ensuring smooth day‑to‑day running.
* Training and Development: Support team development through ongoing training, mentoring, and creating growth opportunities.
Qualifications
Proven experience in roles such as Customer Service Manager, Guest Relations Manager, with a genuine passion for hospitality and customer service.
* Strong leadership and communication skills.
* Ability to work in a fast‑paced environment while maintaining attention to detail.
* Exceptional customer service and problem‑solving abilities.
* Knowledge of health and safety regulations.
* Strong organisational and multitasking skills.
* Experience in budgeting and financial management.
* Flexibility to work evenings, weekends, and holidays.
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