Guest Experience Manager

Dalata Hotel Group plc; West of England; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Free meals

50% Off F&B in all properties

Employee room rate (€£60) on Dalata–ac

30% Off Friends & Family rate

Extra annual leave day per year

Employee Assistance Programme

Cycle to Work/Transport schemes

Pension access

Dalata Academy development

Staff team building & charity events

Job summary

Dalata Hotel Group invites applications for a Guest Experience Manager to lead and elevate hospitality teams across front office and F&B. You will own guest satisfaction and drive service excellence while shaping culture and strategy for the hotel.

The role offers opportunities to grow professionally within a supportive environment that values innovation and excellence, with a clear path to develop internal capabilities across the Dalata Academy.

Qualifications

• 2–3 years of experience as a supervisor or manager in a hotel front of house role.
• Familiarity with hospitality industry standards.
• Experience in a 3/4-star hotel.
• Proficiency in English.
• Excellent organisational and time management skills.

Responsibilities

• Ensure guest satisfaction proactively across front office and F&B teams.
• Encourage positive TripAdvisor reviews from satisfied guests.
• Capture and address complaints from TripAdvisor, TrustYou, and comment cards.
• Email complaints sheet to department heads and discuss training actions.
• Carry out Duty Management Shifts.

Skills

Customer service

Leadership

Team management

Time management

Job description

Guest Experience Manager

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 Managerwho 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 and respond accordingly.
• Email a copy of the complaints sheet to department heads and discuss any necessary corrective training.
• Carry out Duty Management Shifts.

What You Will Need:

• 2-3 years of experience as a supervisor or manager in a hotel front of house role.
• 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 organisational and time management skills.

About us

Dalata Hotel Group – We bring theheartof hospitalityto 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.