Experienced Guest Relations Manager

Dalata Hotel Group plc; Manchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

50% Off F&B in all properties

Employee room discount (£60)

30% off Friends & Family rate

Pension access

Performance-related bonus

Dalata Academy development programmes

Free employee meals on duty

Extra AL day per year (max 5)

Employee Assistance Programme

Cycle to Work/Transport schemes

Staff team-building & charity events

Job summary

Dalata Hotel Group in Manchester is seeking a Guest Experience Manager to lead hospitality teams and own guest satisfaction across front office and F&B, delivering consistent service standards. You will shape culture, drive outstanding performance, and contribute to hotel strategy, while growing professionally through our Dalata Academy and supportive development programmes.

We value teamwork, an outgoing personality, and a customer-oriented approach, with opportunities for development and

Qualifications

• 2-3 years of experience in Guest Relations or Manager roles.
• Familiarity with hospitality industry standards.
• Experience in a 3/4-star hotel.
• Proficiency in English.
• Computer literacy.
• Customer-oriented and professional attitude.

Responsibilities

• Ensure guest satisfaction across multiple departments, including front office and F&B.
• Encourage positive reviews on TripAdvisor and other platforms.
• Gather and address guest complaints from various feedback channels.
• Coordinate with department heads to implement corrective training.

Skills

Guest relations

Customer service

English proficiency

Computer literacy

Time management

Organizational skills

Hospitality standards

Team leadership

Communication

Job description

Guest Experience Manager

Are you a dynamic leader with a passion for hospitality? At Dalata Hotel Group, we believe that great teamwork and leadership are at the heart of hospitality. Dalata Hotel Group are currently looking for an experienced Guest Experience Managerwho is eager to take ownership, elevate their teams, and drive outstanding performance while continuing to grow professionally.

In this role, you will enjoy the unique opportunity to shape the culture and success of your team and contribute to the strategy of this hotel. If you are looking for the next opportunity or move in your career in a supportive environment that values innovation and excellence, we invite you to be part of our thriving community at Dalata Hotel Group.

Benefits

• 50% Off F&B in all properties
• €/£60 employee rate on rooms for all Dalata hotel
• 30% off Friends & Family rate
• Pension access (Ask your HR Manager for local pension information)
• Performance-related bonus plan
• Development Opportunities through our Dalata Academy to support your career journey
• Free employee meals on duty
• Extra AL day for every year worked (5 days to a maximum of 5 days)
• Employee Assistance Programme
• Cycle to Work Scheme/Transport Schemes
• Staff Appreciation Initiatives, fun team-building activities and regular charity events

Your Key Duties and Responsibilities:

• Ensure guest satisfaction both proactively and reactively across multiple departments, including the front office and F&B.
• Increase our standing on TripAdvisor by encouraging satisfied guests to leave positive reviews on the website.
• Gather complaints from TripAdvisor, TrustYou, comment cards, and Optimus reports.
• Check the Optimus sheet daily.
• Email a copy of the complaints sheet to department heads and discuss any necessary corrective training.

What You Will Need:

• 2-3 years of experience as a Guest Relations Officer or Manager.
• Familiarity with hospitality industry standards.
• Experience in a 3/4-star hotel.
• Proficiency in English.
• Computer literacy.
• A customer-oriented and professional attitude.
• An outgoing personality
• Excellent organizational and time management skills.

About us

Dalata Hotel Group - We bring theheartof hospitalityto every hotel we own and operate. We see our growth and expansion plans as a way of spreading our unique way of caring for our guests further around the world, bringing better experiences to more people. Currently, the Dalata difference can be felt at each of our hotels in Ireland, the UK, Germany & the Netherlands, and we'll keep expanding this further, focusing on key UK cities, Dublin and Continental Europe.

Helping our people to grow and develop their careers is vitally important to us and is one of our highest priorities. We have many exciting and unique internal development programmes, each crafted to make sure our employees get the learning they need to be able to take the next step in their careers.

Dalata Hotel Group Plc is an Inclusive Employer. We actively encourage people from all backgrounds and abilities to apply to be part of our team. However, we understand everyone's needs are different; therefore, if you require any accommodations with this application process, please highlight your needs when you are completing your application process.