Hotel Guest Experience Manager

**Job Title**: Hotel Guest Experience Manager
**Location**: Chessington World of Adventures Resort, Surrey, KT9 2NE
**Hours**: This role is full time, permanent, averaging 40 hours per week, working 5 days out of 7 which will include early, late and occasional night shifts across weekends and bank holidays. A flexible approach to shift patterns is essentialand as is a willingness to change working patterns or work extended shifts with limited notice to meet the needs of the business.

**Benefits**: Based on 40 hours a week the full time equivalent annual salary would be £23,483 (hourly rate of £11.29), ongoing training opportunities, discount on our animal VIP experience and Go Ape High Ropes course, and a Merlin Magic Pass
- 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world

Chessington World of Adventures Resort is the UK's wildest adventure With our Theme Park, Zoo, our spectacular Hotels and Go Ape Courses, there are plenty of ROARingly exciting career paths available. We're also a part of the Merlin Entertainments family
- associated with attractions like SEA LIFE, LEGOLAND Parks, Madame Tussauds and more

**About the Role**

We are currently recruiting for a Hotel Guest Experience Manager. You are responsible for elevating the Hotel’s Guest experience by managing customer service during hotel duty management shifts & post visit, driving quality standards across the hotels andmaximising our guest’s recommendation and intention to return.

**Key Objectives**:

- Serves as a leader and role model in displaying outstanding customer service and hospitality skills.
- Strives to improve service performance and Guest experience.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- Provides immediate assistance to guests.
- Ensures employees understand customer service expectations and parameters.
- Observes service behaviours of employees and provides feedback to individuals.

**Main Responsibilities**:

- Hotel duty manager shifts managing guest experience & maintains high visibility in public areas during peak times especially check in & check out. Making sure you check in with all departments throughout the shift.
- Manages day-to-day Hotel operations, ensuring the quality, standards and experience meet and exceed the expectations of our guests on a daily basis.
- Manages Guest enquiries, feedback, complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others as to the most effective resolution.
- Maintains a strong working relationship with all departments to support Hotel operations and goals to expedite the resolution of any problems that may arise through the general operation of the Hotels.
- Support the objectives of the Head of Hotel Operations in the effective delivery of the Hotel Operation.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognize performance, and produces desired results.
- Provides services that are above and beyond for guest satisfaction and retention.
- Empowers employees to provide excellent customer service and improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Undertake Fire incident Manager & carryout health & safety checks throughout the shift

**About You**

**We are looking for the following skills and experience**:

- You will have excellent interpersonal, communication and motivational skills with a positive and encouraging attitude.
- To succeed in our fast-paced environment working within such a diverse team of people you will be a self-starter with a keen eye for detail, inspiring those around you to achieve their goals.
- You will have previous administration experience as a key aspect is this role is management of post and pre visit communications.
- Experience of Opera, Optimus and our KPI reporting systems would be an advantage.

**The Perks**

Alongside a hourly rate of £11.29 (full time equivalent annual salary of £23,483), you can look forward to enjoying a great benefits package including a Group Personal Pension Plan, Merlin Magic pass, Employee Assistance Programme, Life Assurance, 25% discountin our retail shops and restaurants, 40% discount online off of LEGO, and much more

**_Everyone Matters at Merlin._**
- At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have thesame opportunities and thrive together. Because at Merlin, everyone matters Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll alwaysbe learning and growing, we aim to be the most inclusive and flexible employer in our industry_