This role? It’s ALL about the guest and delivering an outstanding service for them. And ensuring your team do the same.
Through hands-on leadership, you will ensure your team achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improve the guest experience.
What you’ll be doing
Leading the Guest Experience function at the hotel; ensuring that all guests experience a safe & outstanding level of service throughout their stay
Collaborating with other functional leaders within the business to ensure smooth operation across departments, in order to enhance levels of guest service
Frequently reviewing guest feedback and seeking new, innovative ways to improve the guest experience
Demonstrating and leading by example with a culture of : Being attentive to all guestsAccurately and promptly fulfilling guest requestsUnderstanding and anticipating guest needsMaintaining a high level of knowledge which will enhance the guest experienceDemonstrating a service attitude that exceeds expectationsTaking appropriate action to resolve guest complaints
Guide, motivate and nurture our Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture
Managing the performance of your team, conducting frequent job-chats that seek to enhance performance and where required, manage underperformance
Building a sales culture across the GSAs whilst executing sales initiatives to maximise room and M&E sales.
What’ll make you a great fit
You’ll have experience as an Operational Department Manager within a fast-paced hotel / hospitality environment
You’ll enjoy using tech we have lots of it to make your life easier and our guests experience more seamless
You’ll love people and as a result, have great interpersonal, communication skills and leadership skills
Details? You love them! You’ll be incredibly attentive with guests as a result
Flexible and able to remain focused on results under pressure and to challenging deadlines
Self-motivated and confident
Hard-working but FUN!
Discounts across retail, restaurants, events etc (because we know life isn’t just about work)
Family and Friends discounts in hotels across the Kew Green Hotels estate
Leisure Club complimentary membership
International Travel at Employee Rate for other branded hotels within our brand family
Progression and room to grow, with opportunities across the UK and internationally
Flexible attitude and working hours.