Guest Experience Manager

1 month ago

Hook, Greater London, United Kingdom Four Seasons Hotel Hampshire Full time
About Us

Located in a beautifully restored 18th-century manor, Four Seasons Hotel Hampshire offers a tranquil retreat just 40 minutes from London. Our 500-acre estate provides an unparalleled sense of escape with unlimited access to nature, wildlife, and unique outdoor experiences.

We are a resort hotel nestled in the English countryside, within easy reach of Fleet and Farnham, and just 45 minutes from London. Our diverse dining options feature seasonal food and drink, while our spa treatments, pop-ups, and event spaces showcase sustainable innovations throughout.

Role Overview

This high-profile role is pivotal in delivering exceptional customer service to our guests. As the first and last impression of Four Seasons Hampshire, you will play a key part in ensuring the highest standards of guest care are consistently met.

You will work closely with Senior Management to provide a luxury experience throughout the guest journey, collaborating with the Front Office team to ensure seamless workflow and processes at the front desk.

Key Responsibilities
  • Meet and greet guests, providing a warm welcome to our hotel.
  • Evaluate and address guest complaints promptly and efficiently, ensuring their stay is memorable for all the right reasons.
  • Flexibility is essential to work across both day and night shifts, maintaining a visible presence in the lobby during peak times.
  • Collaborate with other departments to ensure seamless service, working together to deliver a world-class experience.
  • Schedule and manage staffing levels to optimize coverage during all shifts.
  • Oversee the accuracy of guest billing, ensuring every detail is correct.
  • Prepare daily reports for morning meetings, providing valuable insights into hotel operations.
  • In case of emergencies, security issues, or unexpected situations, ensure guest safety and well-being.
What We Offer

As a valued member of our team, you can expect:

  • A competitive salary of £50,000 - £60,000 per annum, based on experience.
  • An excellent training and career development program, designed to help you grow and succeed.
  • An annual incentive bonus scheme, recognizing your hard work and dedication.
  • Hotel Service Charge, providing additional compensation for your efforts.
  • Up to 20 complimentary nights at any Four Seasons Hotel or Resort worldwide, after completing a year of service.
  • Free meals at Henry's while on duty, including fruits, coffee/tea available throughout the day.
  • A shuttle bus service from the hotel between Fleet & Church Crookham, making travel convenient.
  • Holiday entitlement increases with years of service up to 33 days off, allowing you to relax and recharge.
  • Bupa dental plan available after six months of service, providing comprehensive coverage.
  • Opportunities to build a successful career with global potential, taking your skills to new heights.
  • Free uniform dry cleaning available, keeping you looking sharp.
  • An annual themed employee party and many social, charitable & sporting events throughout the year, fostering a sense of community.
  • Access to Wagestream - salary advance benefit, helping you manage finances with ease.
  • Employee recognition programs, celebrating your achievements and contributions.

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