Exceptional Guest Experience Manager sought to lead Front of House operation at Ascot-based Coworth Park, delivering seamless service and intuitive guest experience through daily/nightly presence and proactive communication.
Key Responsibilities:
* Anticipate guests’ needs and ensure seamless service delivery at all times.
* Be an ambassador for Coworth Park, proactively reaching out to guests during their stay to enhance their experience.
* Communicate with teams to ensure guest movements and preferences are well-informed, while creatively personalizing and enhancing guests’ stay through thoughtful gestures.
* Oversee Duty Manager responsibilities, ensuring a smooth operation in all Front of House areas and providing support to the team to produce an intuitive and seamless service delivery according to all CP standards.
* Handle and oversee complaints, ensuring appropriate action is taken to resolve these and ensure customer satisfaction.
* Attend meetings, ensure lobby presence, and engage with guests throughout their stay to make them feel at home and create the warmth of Coworth Park.
* Responsible for training and performance of the team, ensuring this is carried out and monitored on a daily basis.
* Daily reporting, including nightly reports when required, and create daily briefing sheet
* Coordinate with all hotel departments by anticipating and communicating guests’ needs, and conduct daily inspections of Front of House/ Back Office areas and guest rooms.
* Follow up on guest complaints and queries from the day, and live our values on a daily basis through being a Coworth Park brand ambassador.
* Comply with all statutory and company health and safety, fire, bomb and security regulations, and ensure job required certificates are kept up to date.
* Flexibility to complete other tasks as and when necessary, and adjust hours of work to cover hotel needs.
* Qualifications and desirable skills include Hospitality degree, 5-star experience, Previous Duty Manager experience, Computer Management system, customer-orientated, good written and spoken English, good organization, team player, and Opera.
Blue Arrow is a Disability Confident Employer, committed to helping find great work opportunities for great people.
HR Reference: AMRT1_UKCT