Guest Experience Manager

Dalata Hotel Group; City of Edinburgh; 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€-£60 Employee rate on rooms

30% Off Friends & Family rate

Extra annual leave day per year (up to

Employee Assistance Programme

Cycle to Work/Transport schemes

Pension access

Dalata Academy development

Staff events and charity activities

Job summary

Dalata Hotel Group seeks an experienced Guest Experience Manager to lead and elevate guest service across the hotel, shaping culture and driving performance.

Join a supportive environment that values innovation and excellence, with opportunities to develop professionally within our Dalata Academy across the UK portfolio.

Qualifications

• 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.

Responsibilities

• Ensure guest satisfaction across multiple departments, including front office and F&B.
• Increase our standing on TripAdvisor by encouraging positive reviews.
• Gather complaints from TripAdvisor, TrustYou, comment cards and Optimus reports.
• Check the Optimus sheet daily and address issues with department heads.

Skills

Guest relations

Customer service

English proficiency

Organisational skills

Time management

Professional attitude

Outgoing personality

Tools

Computer literacy

Job description

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 Manager who 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

• Free employee meals on duty
• 50% Off F&B in all properties
• €/£60 Employee rate on rooms for all Dalata owned hotels
• 30% Off Friends & Family rate
• Extra annual leave day for every year worked (5 days to maximum of 5 days)
• Employee Assistance Programme
• Cycle to Work Scheme/Transport Schemes
• Pension access (Ask your HR Manager for local pension information)
• Development opportunities through our Dalata Academy to support your career journey
• 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 the heart of hospitality to 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 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.