Guest Experience Manager

Contract Type - Permanent
39 hours per week

Employment Type - Full Time

Thistle Express Swindon, opening in the second half of 2017, is a 3* hotel aimed at the savvy, value conscious traveller. The hotel has 95 bedrooms and is in a great central location on Fleming Way only 8 minutes from the main train station and next to the main shopping hub.

The Role

To be responsible for guest experience team members on a day to day basis within the hotel, ensuring
excellent guest centred service is provided at all times.

  • Take work to ensure the delivery of a smooth guest stay, and promote brand for every part of the guest journey to create brand awareness and guest loyalty
  • To be brand aware, ensuring that you adhere to brand principles
  • To ensure that all guests leave the hotel highly satisfied with a desire to return
  • To ensure daily operations are managed efficiently and effectively in line with brand operating guidelines
  • To be accountable for the day to day management supervision of the hotel when on duty
  • To continually evaluate processes to ensure that our guests stay is hassle free
  • Ensure that all staff are trained in the latest technology to ensure they are always ‘in the know’ to make our guests stay exclusive and easy

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