Guest Experience Manager

Contract Type - Permanent
39 hours per week

Employment Type - Full Time

Thistle Express Luton is a 3* hotel aimed at the savvy, value conscious traveller. It is a 152 bedroom hotel with modern design, stylish bedrooms, friendly service and fast, free Wifi. The hotel is in a great, central location, next to The Mall, a 5 minute walk from Luton train station and only 15 minutes from Kenilworth Road Stadium.

The Role

We are recruiting for Guest Experience Managers to join the opening team at the soon to launch Thistle Express. Thistle Express is a new value hotel concept aimed at the savvy, value conscious traveller. We want Thistle Express to be a fun place to work. That's why we’re always on the look-out for talented and flexible individuals, who love multitasking and bringing fresh ideas and energy to the team, with a true passion for the hospitality industry.

The Guest Experience Managers will supervise the guest experience team members on a day to day basis within the hotel, ensuring excellent guest centred service is provided at all times. They will be accountable for the day to day management supervision of the hotel when on duty and will continually ensure that all staff are trained in the latest technology and are are always ‘in the know’ to make our guests stay exclusive and easy.

As Guest Experience Manager you will report to the Operations Manager; you will implement and support multi-skilling in the key service areas and will have full operational knowledge of all services and procedures, including lobby, breakfast and lounge.

What we look for

  • Guest focused with a passion for great service and a drive for guest satisfaction.
  • Proven track record of successful team management
  • Comfortable in a customer facing role
  • Empathetic and able to build relationships with guests
  • An open personality, whom is relaxed and natural in their interactions
  • Accurate with good attention to detail
  • Able to create a positive impression, and be an ambassador for Thistle Express, and GLH

What's in it for you?

  • 20 days holiday plus 8 Bank Holidays
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24/7 Employee Assistance Program
  • Long Service Awards
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Wonderful Person of the month scheme with cash prizes
  • Childcare vouchers
  • Staff refreshments on shift