Crest Hotels Group, buy, develop and manage uniquely positioned hotels in the UK. Privately owned and operated, with core values focused around true-hospitality, engaged teams, and serving the community that our hotels are located in.
Benefits
£30 BB per night colleague rate
£60 BB per night for Friends and Family rate
Celebration of milestone employment anniversaries
50% off Food & Beverage in our hotels
Meals on duty provided
Access to Hospitality Rewards
Offerings from retail and dining discounts
Employee Assistance Programme and same day on-line GP appointments
Quarterly Shining Star recognition
Annual colleague celebrations
The Role of Guest Experience Manager
The Guest Experience Manager is a unique opportunity, the successful candidate will have operational experience across all operational departments ideally at Management level, they will have a passion for training and delivering a memorable experience. The role will be responsible for regular travel to all 9 properties to deliver SOP and skills training across all departments to ensure our colleagues are well versed and competent in the Crest standards.
As the Guest Experience Manager, you will be responsible for ensuring colleagues across the group are delivering standards as per SOP to enhance guest experience, ensuring that each guest receives a personalised and memorable stay. You will work closely with all departments, including Front Office, Food & Beverage, Housekeeping, to maintain and improve service standards, anticipate guest needs, and introduce innovative guest experience initiatives. You will play a pivotal role in the operational training of colleagues across the Group.
You will also ensure that our colleagues are working to centralised standards in all areas and complete audits across departments.
The successful Guest Experience Manager candidate needs to have a real love and passion for Hospitality that is infectious, they need to be able to demonstrate great training delivery, be motivated, have good time management and administration skills and be able to effectively manage their own work to have a positive impact. The successful candidate will need to like travel as this will be frequent, we have pool cars that can be used. As a new role this is a really lovely opportunity for someone to work with our Group Director of Guest Experience and become part of a team that strive for continued development!
The role of Guest Experience Manager will report to the Group Director of Guest Experience and work in close partnership with all Managers across the business. The role is a perfect opportunity for a hospitality professional who is passionate about team development and the guest experience.
Person specification
• Ambition to achieve accuracy and continuous improvement.
• Creative with good presentation skills.
• Ability to work under own initiative.
• Able to develop relationships with key colleagues.
• A passion for delivering exceptional guest experiences.
Experience & Qualifications
• Extensive experience in guest experience management, hospitality operations at a management level is desirable.
• A demonstratable understanding of luxury service standards, guest engagement strategies, and hospitality trends is essential.
• Proven strong training and communication skills.
• Proficiency in guest feedback management tools and hospitality software will be beneficial.
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