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about 1 month ago
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Guest Experience Manager


Principal Hayley Hotels
Location: Gloucestershire
Job type: Permanent
Sector: Front of House
Category: General Manager Jobs
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De Vere Tortworth Court

Where Victorian heritage meets the modern day, the De Vere Tortworth Court is the ideal location for your future career move. Sat close to Bristol, this venue carefully and elegantly blends its Victorian architecture with a modern business hub of 16 meeting rooms, 201 bedrooms, a luxurious spa and fitness centre, an impressive 2 restaurants, bar and an abundance of functions and wedding every year. There are so many opportunities to develop a successful career here.

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
De Vere Tortworth Court

Where Victorian heritage meets the modern day, the De Vere Tortworth Court is the ideal location for your future career move. Sat close to Bristol, this venue carefully and elegantly blends its Victorian architecture with a modern business hub of 16 meeting rooms, 201 bedrooms, a luxurious spa and fitness centre, an impressive 2 restaurants, bar and an abundance of functions and wedding every year. There are so many opportunities to develop a successful career here.

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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