Guest Experience Leader — Warm, Seamless Stays

The Imperial London Hotels Limited; Lancashire; Vor Ort; GBP 32.000 - 42.000; Vollzeit

Benefits dieser Stelle

Discounted hotel stays

Birthday leave

Food & beverage discounts across RBH

Meals on duty

Employee Assistance Programme

Learning and growth opportunities

Zusammenfassung

The Imperial Hotel Blackpool is seeking a Guest Services Manager who brings warmth, hotel know-how and a genuine desire to make a difference. You’ll be at the heart of the guest experience, coordinating with teams to ensure every stay feels personal and well-handled.

You’ll help smooth the guest journey from welcome to resolution, turning feedback into practical improvements, and you’ll play a key role in delivering memorable service across RBH hotels.

Qualifikationen

• Experience in hotel operations with a thorough understanding of reception and guest services.
• Naturally warm, welcoming manner and a love of looking after people.
• Ability to anticipate needs, read situations and respond with discretion and good judgement.
• Confidence using hotel systems and understanding the processes behind a smooth, accurate and secure guest journey.
• Excellent spoken and written communication, including responding warmly to guest feedback.
• Credibility to influence colleagues across departments, build relationships and get things done.
• Organised approach to recording feedback, spotting recurring issues and turning them into practical improvements.
• Calm head during busy periods, with confidence to act and patience to listen.
• Thoughtful approach to families, pet owners and guests with different needs.
• Generous approach to recognising others, alongside follow-through.

Aufgaben

• Be the natural lobby host: a reassuring presence and the person who makes things happen.
• Coordinate with team members to ensure a smooth guest journey and timely responses.
• Work most weekends and peak periods as part of a rotating rota.
• Support families and guests with different needs with discretion and care.
• Collaborate with reception, housekeeping, food and beverage, maintenance and events to ensure requests are followed through.

Kenntnisse

Experience in hotel operations

Warm welcoming manner

Anticipate needs

Hotel systems proficiency

Communication skills

Influence across departments

Organised feedback tracking

Calm under pressure

Families and pet-friendly approach

Recognising colleagues' efforts

Jobbeschreibung

The Imperial Hotel Blackpool is seeking a Guest Services Manager who brings warmth, hotel know-how and a genuine desire to make a difference. You’ll be at the heart of the guest experience, coordinating with teams to ensure every stay feels personal and well-handled.

You’ll help smooth the guest journey from welcome to resolution, turning feedback into practical improvements, and you’ll play a key role in delivering memorable service across RBH hotels.