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MISSION: The mission for this role is to deliver consistently outstanding guest experience and lead the front of house team whilst managing employee engagement and guest satisfaction measures.
Deputise in the absence of the manager • Ensure collaboration between all hotel departments • To lead all Guest experience initiatives and trainings within your property and support your cluster as needed • Actively promote culture and ways of working within the hotel • Engage the team in all learning and engagement activities • Engage in collaboration with other teams within the cluster and properties • Actively participate in team challenges • Mentor and train new starters with a particular focus on guest experience • Engage in employee feedback initiatives including quarterly and annual surveys, employee forums and team meetings • Participate in peer-to-peer recognition initiatives including Employee of the Month and Big Heart Awards •
Ensure consistency in delivering outstanding boutique service experience to all guests • Ensure the property is always kept in good and clean condition • Take accountability for guest satisfaction and mystery guest scores and reaching key performance targets • Ensure Community Wall standards are to brand standard • Ensure on property brand standard communications are correct and on brand including collateral, emails & written comms • To support the operations team with local partnerships for your location including, feeding back guest requests, and ensuring they are right for our guest profile • GuestRevu monitoring and ensure issues highlighted are resolved and that clear communication is in place to your team to ensure any coaching or development opportunities are actioned • GuestRevu response ownership completed correctly and in a timely manner • Ensure prompt guest communication including timely responses to any issues or complaints • Lead by example and encourage continuous team presence within guest communal spaces • Lead the implementation of A-mazing Hosting programme • Hotel specific website monitoring to support guest experience flow and updates • Book Direct/next time standards always upheld • To be present in the operation at optimal guest interaction periods
