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- Tasks: Lead daily hotel operations and ensure exceptional guest experiences.
- Company: AG Hotels Group offers a welcoming 29-bedroom hotel in Epsom.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Join a passionate team dedicated to outstanding service and guest satisfaction.
- Qualifications: Experience in hospitality leadership and strong customer service skills required.
- Other info: Ideal for those who thrive in fast-paced, hands-on roles.
The predicted salary is between 36000 - 60000 £ per year.
AG Hotels Group is inviting applications for its 29-bedroom, room-only hotel located in the heart of Epsom, offering a welcoming and comfortable environment for our guests. We pride ourselves on providing exceptional service and a relaxing atmosphere. As we continue to grow, we are looking for a dynamic, hands-on Guest Experience Manager to oversee the day-to-day running of the hotel, lead our team, and ensure the highest standards of guest satisfaction and operational excellence.
Key Responsibilities:
- Oversee the daily operations of the hotel, including front desk, housekeeping, maintenance, and guest services, to ensure seamless service delivery.
- Lead and support the team to provide exceptional customer service, handling guest check-ins, check-outs, inquiries, and special requests with professionalism and care.
- Respond swiftly and effectively to guest complaints and issues, ensuring timely resolution in line with hotel standards.
- Supervise staff rotas, manage shift coverage, and support the recruitment, onboarding, and ongoing training and development of team members.
- Maintain and monitor budgetary controls, stock levels, and supplier relationships to ensure cost-effective operations without compromising quality.
- Ensure all guest records and reservations are accurately maintained in the hotel management system.
- Conduct regular inspections to ensure public areas, guest rooms, and back-of-house spaces are clean, well-maintained, and compliant with health & safety regulations.
- Implement and monitor Standard Operating Procedures (SOPs) and ensure adherence to all hotel policies, including fire safety and hygiene standards.
- Analyse guest feedback and online reviews to identify areas for improvement, and collaborate with senior management to implement service enhancements.
- Liaise with contractors and service providers as required for repairs, maintenance, and facility upgrades.
- Act as the main point of contact during emergency or escalation situations, ensuring prompt communication with guests and relevant authorities.
Skills & Experience:
- Proven experience in an operational or guest services leadership role, ideally in a boutique or limited-service hotel setting.
- Strong team and staff management skills with the ability to motivate and inspire across departments.
- Good communication, interpersonal, and customer service skills.
- Excellent organisational and multitasking abilities; capable of prioritising in a fast-paced environment.
- Knowledge of health & safety compliance, risk management, and operational best practices.
- Proficient in hotel property management systems; experience with Rezlynx is a strong advantage.
- A proactive, hands-on, and solutions-focused mindset with strong attention to detail.
If you're passionate about hospitality and ready to take ownership of both the guest experience and hotel operations, we'd love to hear from you. Apply today to be part of our growing team!
Guest Experience Manager employer: AG HOTELS GROUP
Contact Detail:
AG HOTELS GROUP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Manager
✨Tip Number 1
Familiarise yourself with the specific hotel management systems mentioned in the job description, like Rezlynx. Having a solid understanding of these systems can give you an edge during interviews and show that you're ready to hit the ground running.
✨Tip Number 2
Research AG Hotels Group and their approach to guest experience. Understanding their values and service standards will help you align your answers during interviews and demonstrate your genuine interest in the role.
✨Tip Number 3
Prepare examples from your past experiences that showcase your leadership skills and ability to handle guest complaints effectively. Being able to articulate these situations will highlight your suitability for the Guest Experience Manager position.
✨Tip Number 4
Network with current or former employees of AG Hotels Group if possible. They can provide valuable insights into the company culture and expectations, which can be beneficial when tailoring your approach during the application process.
We think you need these skills to ace Guest Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in guest services and hotel management. Use specific examples that demonstrate your leadership skills and ability to enhance guest satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for hospitality and outlines how your skills align with the responsibilities of the Guest Experience Manager role. Mention any specific achievements in previous roles that showcase your capability.
Highlight Relevant Skills: In your application, emphasise your organisational and multitasking abilities, as well as your knowledge of health and safety compliance. These are crucial for the role and should be clearly articulated.
Showcase Problem-Solving Abilities: Provide examples in your application of how you've effectively handled guest complaints or operational challenges in the past. This will demonstrate your proactive and solutions-focused mindset.
How to prepare for a job interview at AG HOTELS GROUP
✨Showcase Your Leadership Skills
As a Guest Experience Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences, how you motivate staff, and any specific examples of how you've improved team performance in the past.
✨Demonstrate Customer Service Excellence
This role is all about guest satisfaction. Share stories that highlight your ability to handle guest complaints effectively and how you ensure a positive experience for every visitor.
✨Familiarise Yourself with Hotel Operations
Understand the various departments within a hotel and their functions. Be ready to discuss how you would oversee daily operations and ensure seamless service delivery across front desk, housekeeping, and maintenance.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations, such as dealing with an unhappy guest or managing a staffing issue. Think through your responses in advance to demonstrate your problem-solving skills and proactive mindset.
