Guest Experience Manager

Imperial Hotel Blackpool; Lancashire; Sur place; GBP 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Discounted hotel stays

Birthday leave

Food and beverage discounts

Meals on duty

Employee Assistance Programme

Opportunities to learn and grow

Résumé du poste

The Imperial Hotel Blackpool is seeking a Guest Services Manager to lead the heart of our hotel operations, delivering effortless, personalised guest experiences. You’ll coordinate reception, housekeeping and F&B teams, coach colleagues in thoughtful service, and drive continuous improvements across guest journeys, with weekend and peak-period shifts expected.

A warm, engaging manner, strong communication and the ability to anticipate needs are essential, as you connect guests with teams to

Qualifications

• Experience in hotel operations with a thorough understanding of reception and guest services.
• A naturally warm, welcoming manner and a real love of looking after people.
• The 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 guest journey.
• Excellent spoken and written communication, including responding to guest feedback with warmth and care.
• The credibility to influence colleagues across departments and get things done.
• An organised approach to recording feedback and turning it into practical improvements.
• A calm head during busy periods with patience to listen.

Responsabilités

• Smoothing guest stays and turning feedback into improvements.
• Coordinating reception, housekeeping, F&B and maintenance for seamless guest journeys.
• Coaching colleagues to deliver thoughtful service and recognising great work.
• Driving continuous improvement by sharing insights with the management team.

Connaissances

Hotel operations experience

Warm, welcoming manner

Guest empathy

Proactive problem solving

Strong communication

Interdepartmental collaboration

Calm under pressure

Description du poste

The Imperial Hotel Blackpool is seeking a Guest Services Manager to lead the heart of our hotel operations, delivering effortless, personalised guest experiences. You’ll coordinate reception, housekeeping and F&B teams, coach colleagues in thoughtful service, and drive continuous improvements across guest journeys, with weekend and peak-period shifts expected.

A warm, engaging manner, strong communication and the ability to anticipate needs are essential, as you connect guests with teams to