The Role
This role ensures that everyone working in the hotel, in particular the Guest Services team is focused on improving the guest experience, exceeding their expectations, and ensuring that issues and complaints are resolved efficiently and sympathetically. To improve the GRI and NPS scores for the hotel and increase the number of responses.
- Work with the FOH manager to ensure that the arrival & departure experience is friendly and efficient for all guests
- Work with the Guest Services team to ensure that they are adding value to the guest experience
- Ensure the guest service team is multi skilled so they can all cover both roles and that optimal staffing levels deliver a great guest experience in a cost-effective way at all times of the day and night
- Ensure that the Guest Service Exec is aware of special requests, VIPs and regular guests and that all their requirements are met
- Identify training needs and deliver guest experience training to new hotel employees, and those receiving frequent complaints or not delivering to the required standard
- Responsible for responding to and resolving all post stay guest complaints and issues
- Ensure that the hotel operation is set up to resolve in stay complaints quickly and efficiently
- Analyse the reasons for the complaints and work with the other hotel departments to ensure issues are resolved to prevent further complaints about the same issue
- Respond positively to all guest comments on relevant channels including Trip Advisor, Booking.com, Expedia
- Actively organise, oversee and maintain high levels of service within designated areas; ensure that all opportunities are taken both to promote products to our guests and increase our customer base
- Has an operational knowledge of all reception services and procedures, together with reservations systems, switchboard, other internal/external communication methods and guest services and be the Manager on duty when required
What we look for
- Creative and inspiring leadership
- Attention to the smallest details
- A passion for guest service
- Excellent communication
- Analytical skills
- Knowledge of Opera would be advantageous
What's in it for you?
- Great development opportunities
- Discounted rates on hotel rooms, food and drink across the Clermont Hotel Group
- Interest free season ticket loans (conditions apply)
- Access to a 24/7 Employee Assistance Program
- Pension and Healthcare Schemes
- Wagestream - get access to earned salary before payday
- Paid volunteering days
- Generous recommend a friend scheme
- Apprenticeships and accredited qualifications up to Level 7 (Master's Degree equivalent)
- Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
- Great Recognition program
- ...and many more!
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