Guest Experience Manager

The Royal Garden Hotel is looking for a motivated and customer-focused Guest Experience Manager to join its Front Office team. This role involves overseeing the Guest Services team to enhance guest experiences throughout their stay. The hotel offers various benefits, including complimentary stays, meals, enhanced annual leave, and career development opportunities. Key responsibilities include ensuring proactive guest engagement, managing VIP guests, and addressing guest needs and complaints effectively. The hotel aims to provide exceptional service and is situated in Kensington, near Kensington Palace and Park. Applicants must be eligible to live and work in the UK.

We are currently seeking a highly motivated and customer-orientedGuest Experience Managerto join our Front Office team at the Royal Garden hotel.TheGuest Experience Managerwill be responsible for managing the daily operation of the Guest Services team to facilitate guest experiences in a unique and sincere way.To drive the Guest Services across all hotel teams to ensure a consistent approach to Guest Service is achieved throughout the guest journey.

Whats in this for you?

We offer a wide range of benefits and have excellent opportunities for career advancement and development and provide exceptional training programs for all employees as well as supervisors and managers:

• Enjoy a complimentary guest experience stay at our hotel within your first 6 months of service (accommodation and breakfast for 2 people)
• Indulge in free meals featuring a healthy and balanced menu, complete with hot and cold buffet options.
• Enhanced Annual leave (max. 33 days after 5 years)
• Get a 50% discount in our Food & Beverage outlets – Min Jiang, Origin Kensington or Piano Bar
• Be rewarded with £500-£1300 as a thank you through our Refer a Friend recruitment incentives
• Monthly team appreciation events to celebrate team member achievements
• Social Events including Annual Awards, Annual Team Member party, gala dinners and more.
• Access career development and progression opportunities.
• 1 day (paid – contractual hours) per year to volunteer for a cause you support, in addition to annual holiday leave
• Uniforms provided and laundered complimentary, with dry-cleaning allowance for non-uniformed team members*.
• Receive mental health support from our trained Mental Health First Aiders
• Access our welfare service via the Employee Assistance Program, providing support through Health Assured.
• Well-being programs- Eye test vouchers and contributions towards glasses, various wellbeing activities focused on mental and physical health, life assurance well-being/multi faith room

TheGuest Experience Manager’smain responsibilities include:

• Ensure operational hotel wide presence is maximised and that guests are proactively engaged with, receive prompt attention and personal recognition.

• Ensure Guest Services team members actively seek opportunities to make a difference and act upon this

• Ensure that VIP guests are allocated to the correct room types according to their reservation and special requests are adhered too

• Ensure an efficient welcome or welcome back to all guests and to personally greet and walk VIP Guests to their rooms wherever possible. To ensure continual liaison with them throughout their stay and upon departure. If guests are not met ensures they receive a courtesy call on the day of arrival where possible

• Respond to guests needs, requests and complaints effectively and immediately. Ensure profiles are updated to ensure a positive future stay

• Check guest profiles to highlight personal preferences that can be utilised to tailor in-room amenities

• Handle VIP and regular guests reservations if necessary

Who are we?

The Royal Garden Hotel strives to be internationally recognised as five-star destination hotel, which offers excellent value where distinction in service comes naturally. We are located in Kensington High Street, side-by-side to Kensington Palace and Park.

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK, or be able to acquire such eligibility. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

We’re Here to Support You

We are proud to celebrate diversity and are committed to fostering an inclusive environment for all. If you require any adjustments during the recruitment process such as support with your application, alternative formats or changes to the assessment process, please contact our People & Culture team by phone or email so we can support you accordingly.

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