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Guest Relations Supervisor

2 months ago

East London, United Kingdom Queensway Full time

About Queensway Group

Queensway Group is a family-owned enterprise recognized for its dedication to warmth, integrity, and exceptional service. Our focus lies in real estate investments, transforming properties into operational ventures within the hospitality industry, ranging from cafes to hotels, residential properties, and exclusive clubs. Our portfolio includes well-known brands such as KFC, Starbucks, Point A Hotels, Montagu Place, Sloane Place, and the Sloane Club.

With a proactive mindset and a vast network, we seize opportunities and foster growth across our businesses. At Queensway, we embrace change and agility, which are crucial to our success. Our expertise in real estate development allows us to effectively revitalize assets, managed by skilled and dedicated teams throughout the UK, Europe, and East Africa.

About Point A Hotels

At Point A, our philosophy is shaped by our mindset rather than market conditions. We believe that collaboration can lead to limitless possibilities. Our strength is in our innovative thinking and resourcefulness. We aim to challenge the norms and set new standards in our industry through our brand, offerings, and service. Our commitment to heartfelt hospitality ensures that every guest feels valued, regardless of their budget. Since our inception in 2017, this approach has been pivotal in establishing us as a leading new hotel brand, and we are looking for exceptional individuals to help us continue this journey.

The Role

We are currently seeking a Guest Experience Manager to join our dynamic team at Point A Hotel.

This role is primarily focused on maintaining a consistent delivery of outstanding boutique service experiences for all guests.

As a member of our caring team, you will play a crucial role in our operations and contribute significantly to our mission.

Your responsibilities will include:

  • Ensuring guest satisfaction and achieving mystery guest score targets.
  • Maintaining accurate and on-brand property communications, including marketing materials and written correspondence.
  • Collaborating with the operations team to develop local partnerships that enhance guest experiences.
  • Addressing guest feedback and ensuring it aligns with our guest profile.
  • Assuming managerial duties in the absence of the manager and leading guest experience initiatives and training.
  • Providing support to your cluster as needed.

What We Offer:

  • Competitive salary with a 40-hour work week.
  • Participation in the Queensway Reward & Recognition Scheme.
  • Annual Awards Ceremony in London.
  • Autonomy to lead a team without the limitations of a large chain.
  • A fun, friendly, and supportive work environment.
  • Opportunities for professional development and career advancement.
  • Career paths across the group, including coffee shops and support offices.
  • Engaging team-building activities and social events.
  • Friends and Family Rates at all our properties.
  • 25 days of annual leave plus 8 Bank Holidays.

Salary: £30,160 per year