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Guest Experience Manager

2 months ago

Paddington, United Kingdom Roseate Hotel London Full time

Job Title: Guest Experience Manager - Duty Manager

Job Summary:

Roseate House London, a luxury boutique hotel, is seeking a highly skilled Guest Experience Manager - Duty Manager to join our Front Office team. As a key member of our team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience.

Key Responsibilities:

  • Welcoming and escorting guests, ensuring a warm and personalized welcome
  • Checking guests in and out, handling cash and key transactions
  • Dealing with guest queries and complaints, resolving issues promptly and professionally
  • Providing information and assistance to guests, ensuring they have a comprehensive understanding of our hotel's facilities and services
  • Working closely with the Front Office team to ensure seamless communication and coordination
  • Participating in regular team meetings and training sessions to stay up-to-date with hotel policies and procedures

Requirements:

  • Hotel Duty Management experience within a 5-star environment
  • Excellent customer service skills, with a focus on delivering service excellence
  • Ability to work under pressure, maintaining attention to detail and composure
  • Excellent command of English, both spoken and written
  • Polite and professional attitude towards internal and external guests
  • Ability to multi-task, work well under pressure, and communicate effectively with guests and team members

What We Offer:

  • Meals on duty
  • Provision and laundry of uniform
  • Employee recognition awards
  • Performance review and personal development plan
  • Internal transfer and promotion opportunities
  • Support in the development of your career
  • Preferential room rates within the hotel group for yourself and family & friends

Eligibility:

Candidates must be eligible to live and work in the UK and hold a current work visa. Documented evidence of eligibility will be required as part of the recruitment process.