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Guest Experience Manager

3 months ago

Manchester Greater Manchester, Greater Manchester, United Kingdom Maldron Hotel Manchester City Centre Full time

Guest Experience Manager - Maldron Manchester City Centre

We have an exciting opportunity for an experienced Guest Experience Manager in the Maldron Manchester City Centre.

Fantastic vibrant hotel in the centre of Manchester, close to all transport links.

Objective of the Role

To ensure guest satisfaction both pro-actively and reactively. To increase standing on TripAdvisor by encouraging satisfied guests to put a positive review on TripAdvisor web site. To collate complaints from TripAdvisor, Comment cards and the Optimus report and present these complaints at the weekly complaints meeting. To follow up with dissatisfied guests, offer compensation were required; all of which must be confirmed in writing to the guest.

Key Duties and Responsibilities

  • To ensure guest satisfaction both pro-actively and reactively
  • To increase standing on TripAdvisor by encouraging satisfied guests to put a positive review on TripAdvisor web site.
  • To collate complaints from TripAdvisor, Trust You, Comment cards and Optimus reports.
  • Check the Optimus sheet daily.
  • Email a copy of the Complaints sheet to the department heads and discuss what corrective training needs to be carried out.
  • Manage the Duty Manager Team to deliver excellent customer service in all departments
  • Assist in the day to day running of the hotel operations
  • Ensure the quatlity and standards are met consistently
  • Have full knowledge of the hotel and all departments
  • Ensure delivery of exceptional guest service from all departments

Requirements:

  • Proven experience as a Guest Relations Officer/ Manager
  • Familiarity with hospitality industry standards
  • Proficiency in English; knowledge of additional languages is a plus
  • Computer literacy
  • A customer-oriented and professional attitude
  • An outgoing personality
  • Outstanding communication abilities
  • Excellent organizational and time-management skills

About our culture:

Dalata Hotel Group – Ireland's largest hotel group has a number of exciting positions on the horizon. As Dalata continues to grow and expand in Ireland and the UK it's more important than ever to have the right team alongside us, in the near future we will be opening the doors of new hotels creating many jobs and investing millions in the Irish and UK economy.

We lead through our Dalata values of “Our People, Our Fairness, Our Service and Our Individuality”. If you have the right attitude and energy you will have great opportunities to progress within the group. Our company is a place where you can do great things – individually and as a team. You will have the opportunity to develop your talent, be recognised and rewarded for your commitment and pursue a fulfilling career. We also have a number of unique and recognised training programmes to aid your professional and personal development and pride ourselves on creating an objective, supportive and fair working environment for our employees.

Dalata Hotel Group Plc is an Equal Opportunities Employer.


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