Guest Experience Manager

3 weeks ago


Horley, Surrey, United Kingdom Courtyard by Marriott London Gatwick Full time
About the Role

This is a unique opportunity to lead the Guest Experience function at Courtyard by Marriott London Gatwick, ensuring all guests receive an exceptional level of service throughout the night.

Key Responsibilities
  • Lead the Guest Experience team, guiding and supporting colleagues to deliver outstanding guest experiences.
  • Manage all guest operations, including bar service, 24-hour room service, and guest information.
  • Carry out Night Audit procedures and ensure a safe visit for all guests.
  • Engage with late-arrival guests, assessing their needs and adapting your approach accordingly.
  • Develop and maintain relationships with guests, understanding and anticipating their needs.
  • Take ownership of resolving guest complaints and lead by example in demonstrating a service attitude that exceeds expectations.
  • Motivate and develop Nights Guest Experience colleagues to support continuing service excellence and company values.
What We're Looking For
  • A night owl with proven leadership experience and exceptional customer service skills.
  • Someone who is forward-thinking, innovative, and financially astute.
  • A people person with great interpersonal and communication skills.
  • Flexible and able to remain focused on results under pressure and challenging deadlines.
  • A hard worker who is also FUN
Our Amazing Benefits
  • Preferential rates for travel and leisure activities.
  • International IHG discounts for hotels and other perks.
  • Free membership to the Leisure Club and opportunities for progression and growth.
  • Mental Health Support with our 24/7 Employee Assistance Line.


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