Guest Experience Leader — Front Office & Revenue

Apex Hotels; Bath; Hybride; GBP 42 000 - 62 000; Plein temps

Avantages offerts par ce poste

35 days holiday

Training from day one

Employee events

Gym and pools access

Discounted restaurant rates

Life Assurance

Résumé du poste

Apex Hotels in Bath seeks a proactive Front Office Manager to oversee the guest journey from arrival to departure. You will lead a multi-skilled Front Office team, ensuring a seamless lobby experience while driving revenue through upselling and effective room inventory management.

This senior role requires a strong focus on people development and adherence to brand standards. You will work closely with Housekeeping, Maintenance, and F&B, covering day, late, and occasional night shifts on a

Qualifications

• Customer-centric with a focus on enhancing the guest journey.
• Clear and influential communicator across all levels.
• Ability to drive continuous improvement and transformational change.
• Talent for identifying and managing resources to hit targets.
• Strong understanding of Health & Safety requirements.

Responsabilités

• Develop and implement departmental strategies that enhance guest experience and service delivery.
• Lead, coach and develop a multi-skilled Front Office team; support cross-department collaboration.
• Maintain a high-profile presence during peak guest demand; deliver a seamless lobby and arrival experience.
• Deliver monthly Net Promoter Score (NPS) and Guest Review Index targets (arrival, in-stay, departure).
• Own guest feedback and complaint resolution with timely, effective outcomes.
• Drive personalization through guest preference profiling and ownership of customer data.

Connaissances

Customer focus

Communication

Health & Safety

Leadership

Budgeting

Description du poste

Apex Hotels in Bath seeks a proactive Front Office Manager to oversee the guest journey from arrival to departure. You will lead a multi-skilled Front Office team, ensuring a seamless lobby experience while driving revenue through upselling and effective room inventory management.

This senior role requires a strong focus on people development and adherence to brand standards. You will work closely with Housekeeping, Maintenance, and F&B, covering day, late, and occasional night shifts on a