Job Description
AG Hotels Group is inviting applications for its 29-bedroom, room-only hotel located in the heart of Epsom, offering a welcoming and comfortable environment for our guests. We pride ourselves on providing exceptional service and a relaxing atmosphere. As we continue to grow, we are looking for a dynamic, hands-on Guest Experience Manager to oversee the day-to-day running of the hotel, lead our team, and ensure the highest standards of guest satisfaction and operational excellence.
Key Responsibilities:
* Oversee the daily operations of the hotel, including front desk, housekeeping, maintenance, and guest services, to ensure seamless service delivery.
* Lead and support the team to provide exceptional customer service, handling guest check-ins, check-outs, inquiries, and special requests with professionalism and care.
* Respond swiftly and effectively to guest complaints and issues, ensuring timely resolution in line with hotel standards.
* Supervise staff rotas, manage shift coverage, and support the recruitment, onboarding, and ongoing training and development of team members.
* Maintain and monitor budgetary controls, stock levels, and supplier relationships to ensure cost-effective operations without compromising quality.
* Ensure all guest records and reservations are accurately maintained in the hotel management system.
* Conduct regular inspections to ensure public areas, guest rooms, and back-of-house spaces are clean, well-maintained, and compliant with health & safety regulations.
* Implement and monitor Standard Operating Procedures (SOPs) and ensure adherence to all hotel policies, including fire safety and hygiene standards.
* Analyse guest feedback and online reviews to identify areas for improvement, and collaborate with senior management to implement service enhancements.
* Liaise with contractors and service providers as required for repairs, maintenance, and facility upgrades.
* Act as the main point of contact during emergency or escalation situations, ensuring prompt communication with guests and relevant authorities.
Skills & Experience:
* Proven experience in an operational or guest services leadership role, ideally in a boutique or limited-service hotel setting.
* Strong team and staff management skills with the ability to motivate and inspire across departments.
* Good communication, interpersonal, and customer service skills.
* Excellent organisational and multitasking abilities; capable of prioritising in a fast-paced environment.
* Knowledge of health & safety compliance, risk management, and operational best practices.
* Proficient in hotel property management systems experience with Rezlynx is a strong advantage.
* A proactive, hands-on, and solutions-focused mindset with strong attention to detail.
If you're passionate about hospitality and ready to take ownership of both the guest experience and hotel operations, we'd love to hear from you. Apply today to be part of our growing team!
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