STAYBC Ltd was founded by former soldiers, Ben and Chris in 2019. Their vision is to become the premier provider of high quality and great value short stay accommodation in Newport, South Wales, and beyond. STAYBC provides guests with places to stay that offer the convenience of a hotel with the flexibility and privacy of their own home away from home. All properties are ideal for business travellers, professionals, holidaymakers, or people relocating for work.
StayBC has evolved into a very dynamic business, incorporating three hotels in Newport, Penarth, and Llanelli. StayBC have recently ventured into Bars and will be opening a Bar called Utopia based in Swansea, with more projects enroute and the continuation of growing and expanding the business over the next 18 months.
Job Purpose
The Guest Experience Manager supports and manages the Guest Experience team supporting the Guest Journey from start to finish. You will be required to ensure every guest receives the ultimate in customer service from booking their stay through to check-in. You will be an effective communicator, experienced in complaint handling, a true motivator of people and fully experienced in all aspects of Reservations and Guest Experience.
Guest Experience Manager Responsibilities:
- Manage Guest expectations including Queries, Complaints and Guest Journey
- Coach and empower team to follow daily procedures
- Manage reservations completed by the team overseeing any issues
- Revise and update all listings with Listings Assistant on PMS system and subsequently on the external booking portal
- Weekly booking portal checks on all properties
- Daily check of outstanding invoices for guest reservations
- Daily checks of incoming bookings noting any specific booking requests and ensuring team are ahead of the game.
- Collaborate with Sales Manager regarding revenue and update in relation to events and peaks in rate
- Follow up on Guest complaints, should they escalate.
- Collaborate with Housekeeping team to ensure all properties are back on time, managing delays if any and assisting with queries if needed.
- Collaborate with Set-Up team to understand new properties coming on and timelines.
- Continuously coach and empower team and their progression, ensure they have the tools to do the job and be open to new procedures.
Skills and Experience
- Proven experience within a manager role
- Experience within hospitality and/or serviced Accommodation, preferable
- Understanding of workflows, related to Guest Experience when booking a stay
- Understanding of Guesty, preferable but not essential
- Experience dealing with Booking metrics, understanding revenue, and dealing with a variety of customers over the phone
- Experience of supporting and/or leading a small team
- A self-starter
Person Specification
- Excellent Communicator
- Self-Starter mentality
- Organisational Skills
- Problem Solving
- Team Player
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