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about 1 year ago
Location: Gloucestershire
Job type: Permanent
Sector: Front of House
Category: General Manager Jobs
De Vere Tortworth Court

Following a multi-million pound refurbishment project, this is a truly exciting time to join De Vere Tortworth Court!

Set within a 30-acre estate featuring one of the UK’s most impressive arboretums, this stunning venue boasts a Grade II-listed Victorian mansion house, 201 bedrooms and 12 impressive event spaces as well as a newly created spa, all conveniently located just 20 minutes from Bristol, with easy access to J14 of the M5. We’ve recently launched the 1853 Restaurant & Bar serving classic British dishes, our Atrium Bistro bar, decked with indoor trees under a 60-foot high glass roof as well as our elegant yet cosy Library bar.

Guest Experience Manager

What is the main purpose of the role?

As our Guest Experience Manager, you will establish and develop personal contact with all our guests with the ultimate aim of enhancing the feeling of comfort, warmth and care throughout their stay. Encouraging feedback from guests, you will investigate and respond to any guest compliments or complaints whether they be direct, via Head Office or on-line and ensure that all resolved/unresolved incidents are reported to the correct person.

The role will require frequent liaison will all departments but most specifically Reception, Concierge and Housekeeping in order to ensure the smooth running of the guest experience. You’ll also act as the Lobby host to meet and greet guests, answering any queries they may have and directing them toward where they need to be. You will create the ultimate guest experience for our guests by being on Duty Management shifts which naturally keeps you in the heart of the hotel where our guest experience happens.

The Ideal Candidate

To be successful in this role, you’ll have experience in a similar position ideally from a 4/5* quality hotel with a strong knowledge of all departments as well as the hospitality sector in general. You should be customer focused and have a commitment to delivering exceptional levels of guest service and thrive under pressure, always maintaining a positive, can do attitude.

We are looking for a candidate who has the ability to motivate and delegate effectively, is enthusiastic, flexible and has a professional and caring attitude.

* A competitive salary

* 31 days holiday each year, including bank holidays (this increases annually up to a maximum of 33 days)

* Hotel based incentive schemes

* Voluntary benefits including discounts on some travel, leisure time activities, health, retail and motoring

* Discounted accommodation within the group with colleague rates at our other hotels

* Long service awards which increase with service

* Excellent training and development opportunities within both the hotel and the company

* Financial rewards for delivering sensational service

* Free meals on duty

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