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Head of Guest Experience

8 months ago

Kettering, United Kingdom Agemer Limited Full time

**Head of Guest Experience - Kettering, UK**

**Salary: £45,000 per annum + 10% bonus scheme**

**Benefits**:Pension scheme, company contribution, employee contribution, other benefits

Hours: 45 hours per week

**About Us**:
We are a leading hotel, committed to providing exceptional service and experiences to our guests. With a dedicated team of 170 members, we strive to maintain the highest standards across all aspects of our operation.

**Role Overview**:
We are seeking a dynamic and experienced Head of Guest Experience to join our team. The Head of Guest Experience will play a pivotal role in driving excellence across various departments, including Reception, Nights, Food & Beverage service team, Welcome hosts, Spa and Treatments. With dotted lines to Hsk, Kitchen, Sales, Accounts, Maintenance, and HR, this role requires a hands-on approach to ensure the smooth operation of the hotel.

**Key Responsibilities**:

- Lead and motivate a diverse team of department heads (HODs) to achieve operational excellence and exceed guest expectations.
- Drive improvements in restaurant usage and service quality, focusing on luxury brasserie-style dining.
- Oversee the implementation of menu and service enhancements, maximizing revenue opportunities without capital expenditure.
- Stabilize the nights team and elevate service standards in the bar area.
- Develop and maintain consistency in brand audits, aiming for an average score of 85% across six visits.
- Coach and inspire HODs to continuously improve their performance and leadership skills.
- Collaborate with senior management on strategies to enhance wage efficiency while preserving service quality.

**Qualifications and Skills**:

- Proven experience in a similar operational role within the hospitality industry.
- Strong leadership and management skills, with the ability to motivate and empower teams.
- Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
- Strategic thinker with a hands-on approach to problem-solving and decision-making.
- Results-driven mindset, with a focus on achieving targets and driving continuous improvement.

To apply, please submit your CV and cover letter detailing your relevant experience and suitability for the role.

Pay: £45,000.00 per year

**Benefits**:

- Company pension
- Discounted or free food
- Employee discount
- On-site parking

Supplemental pay types:

- Bonus scheme