Guest Experience Leader - Hyprid Working (12 Month FTC)
- Employer
- Bloc Hotels
- Location
- Gatwick, West Sussex
- Salary
- £22,464 per annum FTE
- Closing date
- 31 May 2022
View more
- Sector
- Hospitality & Catering, Front Of House, Hotels , Leisure & Tourism, Hotels
- Function
- Customer Service
- Contract Type
- Contract, Fixed term
- Hours
- Full Time, Part Time
Job Details
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
Company
Bloc is a unique hotel group creating extraordinary short-stay experiences through the ingenuity of design. Founded in 2010, Bloc has established itself by successfully surpassing industry benchmarks on return of investments, and as a result continues to go from strength to strength. With a well-funded pipeline of construction and expansion projects underway, this is an exciting time to join the growing business.
- Website
- http://www.blochotels.com/
- Telephone
- 07747896045
- Location
-
Bloc Hotels
South Terminal Gatwick Airport
West Sussex
United Kingdom
RH6 0NN
GB
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