Guest Experience Manager

Point A Hotels; London; On-site; GBP 32,000; Full time

Job description

About Queensway

Queensway Group is a family-owned business founded by entrepreneurs and renowned for its warmth, sincerity, and quality of service. We invest in real estate which we develop into operating business in the hospitality sector, from coffee shops to hotels, residential property, and a member’s club. The brands we operate include KFC, Starbucks, Point A Hotels, Montagu Place, Sloane Place, and the Sloane Club.

With our entrepreneurial approach and extensive network, we can respond to opportunities and drive growth in our businesses. At Queensway we never stand still, and our agility is key to our success. This, together with our experience in real estate development, means we can effectively transform assets which are then operated by skilled and dedicated teams across the UK, Europe, and East Africa.

About Point A

At Point A we are defined by our state of mind, not the state of the market. When we work together, we believe anything is possible. Our strength lies in our ability to think differently and use what we have innovatively. We want to defy the status quo and challenge the leaders in our sector with our brand, products, and service. In everything we do, we are thoughtful, humble, honest, and true to our personal values. We deliver heartfelt hospitality to all our guests, no matter their budget. Since 2017 this approach has been key to our becoming one of the most successful new hotel brands, but we need fine folk to help us continue the story and write more of the successful paragraphs.

The Role

We currently seek a Guest Experience Manager to join our fantastic team at Point A Hotel in London.

The role’s primary focus is to ensure consistency in delivering outstanding boutique service experience to all our guests.

We are a kind & caring team and so you will be an important part of our family and a vital part of what we do.

You will need to take accountability for guest satisfaction and mystery guest scores and reaching key performance targets, ensure property brand standard communications are correct and on brand including collateral, emails & written comms, support the operations team with local partnerships for your location including feedback on guest requests, and ensuring they are right for our guest profile. You will also deputise in the absence of the manager, lead all guest experience initiatives and trainings within your property and support your cluster as needed.

We will offer you:

1. Attractive salary, 40h a week contract.
2. Queensway Reward & Recognition Scheme
3. Annual Awards Ceremony in London
4. Freedom and autonomy to lead a team without the constraints of a ‘big chain’
5. Fun, friendly, and supportive work environment
6. Professional development and career progression
7. Career opportunities across the group including coffee houses and support office
8. Great team building initiatives and social events
9. Friends and Family Rates at all our properties
10. 25 days of annual leave plus 8 Bank Holidays

Salary: £31,512 per year