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Customer Experience Lead

2 months ago

Reading, Reading, United Kingdom voco Reading Hotel Full time
About the Role

voco Reading Hotel is seeking a highly skilled and experienced Guest Services Manager to join our team. As a key member of our Front Office department, you will be responsible for ensuring that our guests receive exceptional service and have a memorable stay with us.

Key Responsibilities
  • Support the Front Office Manager in maintaining high standards of customer service and ensuring that all guest needs are met.
  • Communicate effectively with the wider hotel team and external partners to ensure seamless delivery of services.
  • Lead and coach the Front of House team to achieve exceptional results and drive loyalty recognition.
  • Develop and implement processes to drive results and improve guest satisfaction.
  • Monitor and analyze performance metrics to inform decision-making and drive continuous improvement.
Requirements
  • Minimum 2+ years of experience in a Front of House department of a hotel in a Duty Management or Team Leadership role.
  • Proven track record of success in training and implementing processes and audits.
  • Good understanding of systems to support driving results, including Opera and Microsoft suite.
  • Strong people management skills and ability to develop and coach team members.
What We Offer
  • Competitive salary and benefits package.
  • Opportunities for promotion and transfer across the group.
  • Company pension scheme and 28 days holiday per year, increasing to 33 days with length of service.
  • Discounted international room rates for yourself, family, and friends.
  • Long service awards and opportunities for career growth and development.