Guest Experience Lead: Elevate Service & Culture

Dalata Hotel Group; West of England; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Free employee meals on duty

50% Off F&B in all properties

€/£60 Employee rate on rooms for all '

30% Off Friends & Family rate

Extra annual leave day for every year

Employee Assistance Programme

Cycle to Work Scheme/Transport Schemes

Pension access (Ask your HR Manager)

Development opportunities through our

Staff appreciation Initiatives, team

Job summary

Dalata Hotel Group is seeking a Guest Experience Manager to lead and elevate service across front office and F&B. You will own guest satisfaction, coach teams, and shape the hotel's culture while contributing to overall strategy.

We value innovation and excellence; the role requires 2-3 years in hotel supervision, English proficiency, and a customer‑first mindset. Dalata offers a range of benefits and development opportunities through the Dalata Academy.

Qualifications

• 2–3 years of experience as a supervisor/manager in a hotel front of house.
• Familiarity with hospitality industry standards.
• Experience in a 3/4-star hotel.
• Proficiency in English.
• Customer-oriented and professional attitude.

Responsibilities

• Ensure guest satisfaction 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 and respond accordingly.
• Email a copy of the complaints sheet to department heads and discuss any necessary corrective training.
• Carry out Duty Management Shifts.

Skills

Leadership

Customer service

English proficiency

Front office operations

Job description

Dalata Hotel Group is seeking a Guest Experience Manager to lead and elevate service across front office and F&B. You will own guest satisfaction, coach teams, and shape the hotel's culture while contributing to overall strategy.

We value innovation and excellence; the role requires 2-3 years in hotel supervision, English proficiency, and a customer‑first mindset. Dalata offers a range of benefits and development opportunities through the Dalata Academy.