Guest Experience Manager

The Westin London City Hotel & Residences; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading hotel in London seeks a Guest Experience Manager who will oversee property operations, ensure exceptional hospitality, and manage guest relationships. Ideal candidates are flexible, possess a welcoming demeanor, and are adept at communication. The role offers comprehensive employee benefits and opportunities for personal growth.

Benefits

Discounted hotel room rates

Extra days holiday for your birthday

Flexible working arrangements

Pension

Free meals on duty

Life assurance

Qualifications

• Pleasant and welcoming manner required.
• Fluency in English is essential; other languages a plus.
• Knowledge of Opera PMS is beneficial.

Responsibilities

• Oversee property operations and guest relations management.
• Manage inquiries and ensure exceptional guest service.
• Cooperate with departments to meet guests' needs.

Skills

Pleasant and welcoming manner

Flexible & adaptable

Forward thinker

Immaculate appearance

Oral & written fluency in English

Motivated and self-starter

Positive attitude

Knowledge of Opera PMS

Good effective training and interpersonal skills

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

JOIN OUR FAMILY

At RBH we believe our people are our biggest assets and understand the value in putting you first. Our approach to diversity in the workplace, health & wellbeing, sustainability, and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

A DAY IN THE LIFE OF A GUEST EXPERIENCE MANAGER AT THE WESTIN LONDON CITY HOTEL

What you'll be doing...

Reporting to the Front of House Manager we are looking for someone who serves as the property Guest Experience Manager and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest-related situation. Manages the flow of inquiries and directs guests within the property. Serves as a guest relations manager and handles the tracking of service issues by demonstrating his or her expertise to guests.

Serves as an on-property point of contact for a subset of loyal guests, starting with, at a minimum, all Marriott Bonvoy Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite guests with upcoming reservations and in-house ones. He or she will be responsible for building relationships with as many guests as possible through email communication initiated prior to their arrival and continuing until their departure.

The Guest Experience Manager will be responsible for cooperating with other departments within the property to ensure guests needs are always met, striving to go above and beyond for every single guest and enhancing the Westin Experience.

Our team are like a family, and we work together to deliver outstanding guest service to our guests by offering timely, efficient, knowledgeable, and truly remarkable service. We are an enthusiastic, authentic bunch of individuals who truly care about teamwork and great service!

• Leading Guest Experience Team
• Manages day-to-day operations
• Maintaining Guest Experience and Front Desk Goals
• Ensuring Exceptional Guest Service
• Implements guests recognition/service program, communicating and ensuring the process.
• Being the property GSS (Guest Service Satisfaction) Champion organizing monthly GSS Meeting with the entire property and analysing GSS results by providing an action plan
• Maintains high visibility in public areas during peak times.
• Maintains presence in the Westin Club during peak times, engaging with guests and making sure they are enjoying their experience.
• Performs Front Desk duties in high demand times by covering Duty Manager and Night Manager shifts according to business needs
• Recognizing Marriott Bonvoy Elite members through personal email outreach
• Understanding the purpose of each stay, and in doing so, conveying relevant brand content that reinforces our positioning of helping our guests maintain their wellness routine while traveling

WHAT WE NEED FROM YOU

We hire mostly on personality & potential but here are a few of our requirements...

To succeed in the role of Guest Experience Manager you will need the following qualities and skills.

• We are looking for someone with a pleasant and welcoming manner
• Flexible & adaptable to different working conditions and hours
• Forward thinker that promotes new ideas
• Immaculate appearance
• Oral & written fluency in English. Additional language will be considered a plus
• Be motivated and a self-starter
• Have a positive attitude
• Knowledge of Opera PMS
• Commitment to our values and beliefs
• Good effective training and interpersonal skills

WHAT WE OFFER

You will have access to a benefits package we believe truly works for our people and enhances our overall culture...

• Discounted hotel room rates for you and your friends & family
• Extra days holiday for your birthday
• Flexible working arrangements
• Pension
• Free meals on duty saving you over £1000 per year
• Life assurance

To learn more about our full benefits package, click here to watch our employee benefits video.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We accept and celebrate our team for who they are and welcome people of all races, disabilities, sex, gender identities and reassignment, sexual orientation, ages, pregnancy and maternity, religion or belief and marriage and civil partnerships. We keep our recruitment process simple and consider applicants on their abilities alone to ensure a fair interview process. If at any point throughout our process you require reasonable adjustments, please contact [email protected].

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