Guest Experience Manager

Inhabit Hotels
Inhabit Hotels spans two urban wellness hotels in west London. We were born from the desire to offer guests a truly restorative experience, fostering mindfulness, healthy habits and better sleep. We want our guests to leave feeling nourished, rested and inspired.

With Paddington and Bayswater on our doorsteps, we'll also give you the tools to explore what our corner of the city has to offer. Inhabit is much more than a hotel; it's a community that will welcome you back, time and time again. We strongly believe that the hospitality and tourism sector can affect positive change in people's lives, particularly by creating job opportunities.

Overview
Inhabit Southwick Street
is looking for a skilled and ambitious
Guest Experience Manager
to join our team. You will play a pivotal role by Intervening in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

Help to shape the Montcalm Collection's next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

Key Responsibilities

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• Welcome guests upon arrival and ensure a smooth check-in process, high visibility around public spaces, especially in the Front Desk is a must.
• Provide personalized service to VIPs and repeat guests, anticipating their needs and preferences.
• Implements the customer recognition/service program, communicating and ensuring the process.
• Schedule and manage the team to ensure adequate coverage at all times.
• Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction.
• Conduct regular guest interactions to gather feedback and enhance their stay experience.
• Coordinate special requests and amenities for guests, including dining, transportation, and activities.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Provides services that are above and beyond for customer satisfaction and retention.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Collaborate with other departments to ensure guest expectations are met or exceeded.
• Ensure employees understand customer service expectations and parameters, they feel empowered to provide excellent customer service.
• Monitor and maintain guest satisfaction levels, implementing improvements as necessary.
• Ensure that all guest data and preferences are accurately recorded in the hotel's system.
• Review daily reports, including guest arrivals, departures, and special requests.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Lead, train, and motivate the guest relations team to deliver exceptional service.
• Conduct performance evaluations and provide coaching and development opportunities in own team.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.
Essential Qualifications

• At least 1-year previous management or supervision in a similar role
• Experience in working in similar role within 4- and 5-star hotels in London.
• Opera knowledge
• Availability for flexible working schedule
• Excellent communication, negotiation, and interpersonal skills
• Ability to handle multiple projects simultaneously.
• Results-oriented and driven to achieve revenue and performance targets.

Benefits

• Collaborative and empowering team dynamics.
• Pathways for promotions and growth within the brand.
• Recognition and Rewards Program.
• Access to an array of discounts via our Benefits Platform.
• Comprehensive training through Certified Classroom and E-Learnings.
• 28 holidays annually, inclusive of 8 bank holidays. Additional holidays post 2-year tenure.
• Health incentives: Cash-back on optical, dental, chiropractic, and physio services.
• Concession on gym memberships.
• Nutritious meals provided during shifts.
• Inclusive pension schemes.
• Celebrate your special day with a fully paid day off on your birthday.

Eligibility
Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer
At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.

Please note
that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.