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For Companies At a Glance
- Tasks: Lead guest relations and ensure exceptional service at The Westin London City Hotel.
- Company: Join RBH, a top-rated hospitality employer that values diversity and wellbeing.
- Benefits: Enjoy discounted hotel stays, extra holiday for your birthday, flexible hours, and free meals on duty.
- Why this job: Be part of a supportive team that prioritises guest satisfaction and personal growth.
- Qualifications: We seek friendly, adaptable individuals with strong communication skills and a positive attitude.
- Other info: Embrace a culture that celebrates diversity and offers equal opportunities for all.
The predicted salary is between 36000 - 60000 £ per year.
At RBH we believe our people are our biggest assets and understand the value in putting you first. Our approach to diversity in the workplace, health & wellbeing, sustainability, and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality!
A DAY IN THE LIFE OF A GUEST EXPERIENCE MANAGER AT THE WESTIN LONDON CITY HOTEL
What you’ll be doing...
- Reporting to the Front of House Manager, overseeing all property operations, ensuring that the highest levels of hospitality and service are provided.
- Representing property management in resolving any guest-related situation.
- Managing the flow of inquiries and directing guests within the property.
- Serving as a guest relations manager and handling the tracking of service issues.
- Building relationships with guests through email communication prior to their arrival and continuing until their departure.
- Cooperating with other departments within the property to ensure guests' needs are always met.
- Maintaining high visibility in public areas during peak times.
- Performing Front Desk duties in high demand times by covering Duty Manager and Night Manager shifts according to business needs.
WHAT WE NEED FROM YOU
To succeed in the role of Guest Experience Manager you will need the following qualities and skills:
- Pleasant and welcoming manner.
- Flexible & adaptable to different working conditions and hours.
- Forward thinker that promotes new ideas.
- Immaculate appearance.
- Oral & written fluency in English; additional language will be considered a plus.
- Motivated and a self-starter.
- Positive attitude.
- Knowledge of Opera PMS.
- Commitment to our values and beliefs.
- Good effective training and interpersonal skills.
WHAT WE OFFER
You will have access to a benefits package we believe truly works for our people and enhances our overall culture:
- Discounted hotel room rates for you and your friends & family.
- Extra days holiday for your birthday.
- Flexible working arrangements.
- Pension.
- Free meals on duty saving you over £1000 per year.
- Life assurance.
EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We accept and celebrate our team for who they are and welcome people of all races, disabilities, sex, gender identities and reassignment, sexual orientation, ages, pregnancy and maternity, religion or belief and marriage and civil partnerships.
Guest Experience Manager employer: The Westin London City Hotel & Residences
Contact Detail:
The Westin London City Hotel & Residences Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Manager
✨Tip Number 1
Familiarise yourself with the Westin brand and its values. Understanding their commitment to wellness and exceptional guest service will help you align your approach during interviews and discussions.
✨Tip Number 2
Network with current or former employees of RBH Hospitality Management. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Prepare examples of how you've gone above and beyond in previous roles to enhance guest experiences. Highlighting your proactive approach will resonate well with the hiring team.
✨Tip Number 4
Showcase your adaptability and flexibility in your conversations. The role requires managing various situations, so demonstrating your ability to handle change and think on your feet will set you apart.
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 relations and hospitality. Emphasise any roles where you managed guest experiences or resolved service issues, as these are key aspects of the Guest Experience Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for hospitality and your understanding of the importance of guest satisfaction. Mention specific examples of how you've gone above and beyond for guests in previous roles to demonstrate your suitability for the role.
Showcase Your Communication Skills: Since the role requires excellent oral and written communication skills, ensure that your application is free from errors and clearly conveys your thoughts. Use professional language and structure your application logically.
Highlight Your Teamwork Abilities: The job description mentions the importance of teamwork. Include examples in your application that showcase your ability to work collaboratively with others, especially in high-pressure situations, to enhance the guest experience.
How to prepare for a job interview at The Westin London City Hotel & Residences
✨Showcase Your People Skills
As a Guest Experience Manager, your ability to connect with guests is crucial. Be prepared to share examples of how you've successfully built relationships and resolved guest issues in the past.
✨Demonstrate Flexibility and Adaptability
This role requires someone who can adapt to changing situations. During the interview, highlight instances where you've successfully navigated unexpected challenges or changes in your work environment.
✨Emphasise Your Positive Attitude
A positive attitude is key in hospitality. Make sure to convey your enthusiasm for the role and the company, and share how your outlook has positively impacted your previous workplaces.
✨Familiarise Yourself with Opera PMS
Knowledge of the Opera Property Management System is a plus. If you have experience with it, be ready to discuss how you've used it to enhance guest experiences or streamline operations.
