Guest Experience Manager

Guest Experience Manager – Staffordshire

A rare opportunity to join a progressive UK based spa as a Guest Experience Manager.

Responsible for providing customer service excellence, working efficiently and effectively to quality standards, this position with drive and develop a client facing strategy.

From warm, friendly welcomes to fond farewells this role plays an integral part in the lasting impression of the business on guests and is responsible for all Duty Managers.

You must be a strong leader with exceptional people skills and the ability to create positive memorable guest experience. You will require an eye for detail, a drive to improve and deliver high standards of service, with a passion and positivity to continually achieve business success. Key Responsibilities will include:

People Management

Rota Management

Monitoring Adjustments and refunds within target levels.

Health and Safety Management

Trip Advisor Feedback

Front Office Knowledge and Assistance

Dealing with Complaints logging relevant information

Following Company protocols and procedures

Benefits include:

Complimentary use of the leisure and spa facilities

Free Parking

Discount on all overnight stays and spa days

30% discount on food and drink

Excellent Induction and training programme

A fun, supportive and inclusive work environment with loads of development opportunities

Numerous department rewards and incentives based on performance.

Requirements:

Sales & target focused.

Demonstrate the ability to lead a team

Willing to challenge under performance.

Ability to coach and give feedback to team members to improve performance

Strong influencing skills with the ability to implement change across the department

Committed to learning about our guests to make their experience personal

Intuitive problem solver - Well versed in hotel operations, with the finesse to respond to guest requests efficiently

An eye for detail & good with numbers

Proven experience in a similar guest service & sales role

Exceptional communication skills – fluent level of English is essential.

Salary - £32,000 PA