Job Description

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
• Partnering 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 guests
  • Accurately and promptly fulfilling guest requests
  • Understanding and anticipate guest needs
  • Maintaining a high level of knowledge which will enhance the guest experience
  • Demonstrating a service attitude that exceeds expectations
  • Taking appropriate action to resolve guest complaints
• Lead, motivate and develop 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 GSA’s whilst executing sales initiatives to maximize room and ME sales.

The benefits

• 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.

Required Knowledge, Skills, and Abilities

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. 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.