Hotel & Guest Experience Manager - Lydiard Tregoze, United Kingdom - Responsive Personnel

Responsive Personnel
Responsive Personnel
Verified Company
Lydiard Tregoze, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

As the Hotel & Guest Experience manager you will be expected to lead, manage and coach the Hotel team to become a market leading Hospitality package in Swindon to attract guests from Swindon and wider area.

Ensure the guest experience is managed and improved for the whole establishment and lead the Operational teams at the Hotel to create a dynamic and seamless operation for the customer

Be responsible for the generation of revenue by working in partnership with outside agencies to attract new and repeating business with an occupancy led approach to selling rooms

Create, lead and sustain a modern and technology driven conference venue.

Your job is too drive and maximise an occupancy led revenue stream.

Work with the Senior Management team Sales, Marketing and Events Lead and Hospitality and Food Beverage Lead to create and deliver on a clear vision for the guest experience at our Hoteland Conferencing centre.


Lead, Manage and engage the Hotel operation by creating and maintaining brand standards, standard operating practices and ensuring compliance with health and safety legislation.

Ensure full compliance with Hotel legislation


Generate income from conferencing events, working with the Sales and Marketing Team to promote the conferencing centre as a place of excellence for businesses.

Create a brand standard and standard operating practice for all Hotel and Conferencing Operations

Full accountability for the guest experience whilst staying at The Hotel and for delegates during a conference. Be the face of customer experience for the whole Hotel and Conferencing package.


Monitor and lead the guest experience by ensuring all feedback is acted upon and used to improve the guest experience.

Ensure the hotel and hospitality team are scheduled across the 7 day week in the right place at the right time to ensure labour costs areused productively.

Support the Hospitality, Food and Beverage Lead and the Sales and Marketing Lead with park and Borough events and work collaboratively to make the Hospitality package attractive.


Ensure budgets are reviewed and maintained on a regular basis and forecasted with an occupancy led approach to conserve and generate revenue streams.

Maximise sales and profit while ensuring customer satisfaction at all times. Ensure Events planned includeaccommodation packages to generate revenue and the use of conference space and add-ons are maximized to maximize profit


Ensure there is full collaboration with Sales and Marketing and Hospitality leads to make the Hotel Wedding package the best in Swindon and wider South West.

The post holder will have full accountability for the standards of accommodation and the guest journeyat the wedding by ensuring the Hospitality and Hotel team are used productively and have clear and driven goals with the guest at the heart of the event.

Endorse the "if you walk past it you endorse it" management style with the Operational Leads to createa seamless guest journey.


Supplementary Accountabilities

  • Lead on the procurement of Hotel Services with guest choice at the forefront of decisions
  • Be able to work unsociable hours across a 7 day week
  • Support and be flexible across the Hospitality operation by leading/supporting with events and operations across the Country Park and Council outlets where required.

Knowledge & Experience

  • Substantial demonstrable Hotel Management experience
  • Forecasting and Scheduling to meet occupancy demand
  • A proven track record of achieving and exceeding sales targets.
  • Possess strong operational skills, commercial acumen,
  • Experience with budgeting & financial reporting,
- must be able to successfully negotiate and influence at a Senior Management level

  • Experience and evidence of using Guest Feedback and dealing with guest complaints to improve the guest experience
  • Able to create and maintain brand standards and standard operating procedures and ensure
compliance


Qualifications

  • Degree or HND in a relevant hotel or hospitality field or compensatory experience.
  • Food safety certificate.
  • Personal Alcohol Licence is desired

Decision Making

  • Rates of guest rooms and the acquisition of business rates for regular business stays
  • Procurement of consumables and equipment
  • Scheduling
  • Finance
  • Contractors and suppliers

Creativity and Innovation

  • The delivery of brand standards and standard operating practices for a faultless guest journey
  • Development of products and services
- must be adaptable and flexible to the changing marketplace


Values and Behaviours
We strive to underpin our culture of being 'At our Best' through strong management and authentic leadership. This means getting the management basics right. We own and demonstrate accountability, both individually and collectively, and aim to get thingsright first time.

Building on this we also expect everyone to demonstrate and live our organisational values and behaviours, by displaying:


  • Accountability at all levels
  • Customer care and pride in what we do
  • Continuous learning and evaluation
  • Valuing one another and the contribution each of us makes

Other Key Features of the role
Ability to work flexibly across 7 days and across the Hospitality Structure Ability to travel around the area to visit alternative sites if required
More jobs from Responsive Personnel
See all jobs of Responsive Personnel