Guest Experience Leader – Elevate Service & Reviews

Dalata Hotel Group plc; West of England; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Free meals

50% Off F&B in all properties

Employee room rate (€£60) on Dalata–ac

30% Off Friends & Family rate

Extra annual leave day per year

Employee Assistance Programme

Cycle to Work/Transport schemes

Pension access

Dalata Academy development

Staff team building & charity events

Job summary

Dalata Hotel Group invites applications for a Guest Experience Manager to lead and elevate hospitality teams across front office and F&B. You will own guest satisfaction and drive service excellence while shaping culture and strategy for the hotel.

The role offers opportunities to grow professionally within a supportive environment that values innovation and excellence, with a clear path to develop internal capabilities across the Dalata Academy.

Qualifications

• 2–3 years of experience as a supervisor or manager in a hotel front of house role.
• Familiarity with hospitality industry standards.
• Experience in a 3/4-star hotel.
• Proficiency in English.
• Excellent organisational and time management skills.

Responsibilities

• Ensure guest satisfaction proactively across front office and F&B teams.
• Encourage positive TripAdvisor reviews from satisfied guests.
• Capture and address complaints from TripAdvisor, TrustYou, and comment cards.
• Email complaints sheet to department heads and discuss training actions.
• Carry out Duty Management Shifts.

Skills

Customer service

Leadership

Team management

Time management

Job description

Dalata Hotel Group invites applications for a Guest Experience Manager to lead and elevate hospitality teams across front office and F&B. You will own guest satisfaction and drive service excellence while shaping culture and strategy for the hotel.

The role offers opportunities to grow professionally within a supportive environment that values innovation and excellence, with a clear path to develop internal capabilities across the Dalata Academy.