This role? It’s ALL about the guest and delivering an outstanding service for them. And ensuring your team does 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 improving the guest experience.
What you’ll be doing
1. Leading the Guest Experience function at the hotel; ensuring that all guests experience a safe & outstanding level of service throughout their stay
2. Collaborating with other functional leaders within the business to ensure smooth operation across departments, in order to enhance levels of guest service
3. Frequently reviewing guest feedback and seeking new, innovative ways to improve the guest experience
4. Demonstrating and leading by example with a culture of:
5. Being attentive to all guests
6. Accurately and promptly fulfilling guest requests
7. Understanding and anticipating guest needs
8. Maintaining a high level of knowledge which will enhance the guest experience
9. Demonstrating a service attitude that exceeds expectations
10. Taking appropriate action to resolve guest complaints
11. Guide, motivate and nurture our Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture
12. Managing the performance of your team, conducting frequent job-chats that seek to enhance performance and where required, manage underperformance
13. 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
14. You’ll have experience as an Operational Department Manager within a fast-paced hotel/hospitality environment
15. You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
16. You’ll love people – and as a result, have great interpersonal, communication skills and leadership skills
17. Details? You love them! You’ll be incredibly attentive with guests as a result
18. Pragmatic and able to remain focused on results under pressure and to challenging deadlines
19. Self-motivated and confident
20. Hard-working but FUN!
Our amazing benefits
21. Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates
22. Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
23. We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
24. Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
25. FREE membership to the Leisure Club
26. Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
27. KewFest, Employee Appreciation Week, and Awards evening are all annual events.
28. Progression and room to grow, with opportunities across the UK and internationally
29. Flexible attitude and working hours.
30. Mental Health Support with our 24/7, 365 Employee Assistance Line