Guest Experience Manager
We are seeking an exceptional Guest Experience Manager to join our team. As a key member of our Front Office operation, you will play a vital role in ensuring every guest enjoys a seamless and memorable stay with us.
As Guest Experience Manager, you will be responsible for leading and supervising the daily reception operations. This includes providing effective hands-on management and leadership to the reception team, handling FO operations in the absence of senior staff, and taking ownership of any guest request that comes your way. You will also ensure a positive working relationship is maintained between all operational teams to deliver a quality and smooth-running service to all guests.
Your Key Responsibilities:
1. Lead and supervise the daily reception operations, providing effective hands-on management and leadership to the reception team.
2. Handle FO operations in the absence of senior staff, ensuring seamless delivery of services.
3. Take ownership of any guest request that comes your way, seeing it through until completion and managing guest recovery situations promptly and effectively.
4. Ensure a positive working relationship is maintained between all operational teams to deliver a quality and smooth-running service to all guests.
5. Assist the FOH Management team in creating SOPs, implementing, and team training.
6. Supervise and motivate the team throughout the day, promoting high performance and a strong team culture.
7. Engage and interact with our guests, creating magical and memorable moments during their time with us.
8. Maximise internal communication, adapt to new working methods, and support all key players to ensure a smooth guest journey.
9. Inform the housekeeping team throughout their shift about any room changes or room moves, special amenities, and early/late departures.
10. In an emergency situation or fire alarm activation, print the correct reports for reception and assume the appropriate responsibilities, following the Fire procedure and Health & Safety protocols at all times.
11. Ensure the reception area and all public areas are well presented and at the expected cleanliness of the hotel.
12. Take room, restaurant, bar, and golf reservations for our guests.
13. Monitor the incoming phone calls and email correspondence for reception throughout your shift.
14. Document and communicate all noteworthy events of the shift and deliver an effective handover with the other operational departments.
15. Perform basic cashier duties.
16. All other reception duties.
17. Support the Food & Beverage and Housekeeping teams when required.
18. Recognise that operations must run 24 hours, 7 days a week, without interruption.
19. Maintain a high level of confidentiality and discretion towards guests and colleagues at all times.
20. Takeover of MOD responsibilities when necessary (service recovery and fire alarm panel), to represent the management and assist with complaint handling.
Your Experience, Qualities & Capabilities:
We are looking for someone who:
1. Is an excellent communicator, both verbal and written, with the ability to communicate effectively with people at all levels.
2. Is confident with problem-solving and complaint handling.
3. Is detail-oriented; accurate data entry and strong computer skills.
4. Is enthusiastic and has a positive personality with the ability to build genuine and trusting relationships.
5. Will lead by example, believe in a strong team culture, and set the scene for high performance.
Proven Experience/Qualifications:
We require:
1. Experience in a customer or guest-facing role for minimum 2 years essential.
2. Proven supervisory experience preferred.
3. A full, clean driving license.
Your Benefits:
We offer:
1. A share of gratuities on a pro-rata basis.
2. 30 days paid holiday after 1 year of service.
3. 50% discount on food & beverage for Employee and up to 4 guests.
4. 30% discount in our Pro Shop.
5. Free meals whilst on shift.
6. Free golf membership.
7. Free on-site parking.
8. A recommend a friend scheme.
9. A quarterly recognition programme.
10. Employee and Family rates and discounts in Hyatt hotel upon availability.
11. Employee discounts at our 12.18 Hotel Collection.
12. Access to exclusive perks, offers, and discounts on our colleague platform.
13. A LifeWorks employee assistance program, offering support and confidential advice for you and your family when you need it most.
14. Access to wellbeing articles, podcasts, tools, and resources.