Guest Experience Leader - Hyprid Working (12 Month FTC)

Gatwick, West Sussex
£22,464 per annum FTE
30 Mar 2022
31 May 2022
Customer Service
Contract Type
Contract, Fixed term

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

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