Guest Experience Leader - Hyprid Working (12 Month FTC)

Guest Experience Leader Hybrid Working (12 month FTC)

About us

Our vision is to redefine the boundaries and expectations for short-stay hotels. Working at Bloc is more than just “working at some hotel.” It’s being part of a new type of hotel experience where our service and attention to detail ethic is second to none at every step of a guests stay.

About the role
Guest Experience Leader is a versatile role working in collaboration with a multitude of departments, ensuring positive and genuine service is provided across our hotel sites. Through monitoring and responding to guest reviews, our Guest Experience Leader will identify operational & service improvements, ensuring changes are implemented across the brand.

The Guest Experience Leader is 32 hours a week hybrid role, with a minimum of 2 days in the office and optional 2 days from home. Office location is situated within Bloc Hotel, Gatwick.

Responsibilities include;

• Ensure the highest possible standards are always demonstrated, furnishing guests with above-and-beyond service to ensure a memorable and genuine experience
• Manage and respond to all online guest reviews and surveys, ensuring the brand always maintains the highest response rate
• Manage the Guest Relations mailbox efficiently dealing with guest feedback in a professional manner
• Analyse customer feedback using review software, provide detail and direction to Head of Departments to continuously improve guest experience
• Create and share detailed reports highlighting review patterns with the senior leadership team
• Handle complex or escalated complaints, involving the Guest Relations Manager and senior management in your response and resolution
• Work alongside Reception Managers/Duty Managers to empower the team to deliver outstanding customer service, understand and anticipate guest needs and effective complaint handling
• Be fully trained on reception duties to assist Team Members and handle guest enquiries whilst present at the front desk
• Complete hotel walk-arounds and bedroom checks to ensure highest standards of cleanliness are achieved
• Meet and greet VIP guests, personally managing their experience from booking through until departure

Hours: 32 Hours per week

About you

We’re looking for someone who lives and breathes hospitality and customer service, who possesses a curious and passionate mind with a desire to continuously improve guest experience.

• Has previous supervisory level experience in a customer service function, or similar role

• A positive ‘can do’ attitude with excellent problem-solving skills, confident in promoting fresh new ideas
• Highly motivated and pro-active who enjoys working alone as well as a team
• Dedicated to detail with a commitment to delivering excellent customer service
• Advanced standard of both written and verbal English
• Inclusive and collaborative, sharing responsibility and accountability for success
• Hospitality or Hotel background is highly desirable

What’s in it for you

• Opportunity to influence how you shape your work flexibly on a day-to-day basis
• Explore your perfect hybrid working arrangement
• Enhanced holiday allowance starting from 31 days including bank holidays, increasing to 35 days based on length of service (FTE)
• Complimentary hotel accommodation allocation
• Generous Friends & Family rates group wide
• Internal progression opportunities
• Subsidised parking
• Refer a friend incentive
• Team social events           
• Exclusive food, entertainment, and retail discounts through the company ‘Perkbox’ scheme