Job Description

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them 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! We are passionate about the industry and always on the lookout for new talent to join us on our journey...


The

Holiday Inn Blackpool & Marco's New York Italian Restaurant

, an IHG Hotel opened in April 2024. This brand new four-star hotel is part of a wider regeneration project for Blackpool including retail units and improved public transport links, with a new tram terminal, all within the Talbot Gateway central business district. The hotel boasts 144 bedrooms, 3 meeting rooms and well renowned restaurant Marco Pierre White New York Italian, with independent street access.


As

Guest Experience Manager

at The Holiday Inn Blackpool, you will support the daily operation, ensuring a smooth and efficient service that delights our guests and drives the guest experience across all departments. You will lead by example, providing exceptional customer service whilst maintaining high operational standards. This is a hands-on role, working closely with the team, and acting as Duty Manager whilst supporting with responding to reviews and analysing data from online guest platforms.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

Discounted hotel room rates for you and your friends & family An additional day's leave for your birthday Enhanced Maternity, adoption & shared parental leave Course Sponsorship 30% F&B discount at RBH hotels Refer a Friend scheme (earn 250 for each referral up to 5 referrals) Flexible working arrangements Stream - choose how and when you get paid Life Insurance Employee Assistance Programme Social and wellness events and activities all year round Free meals on duty saving you over 1000 per year

And much much more!

A DAY IN THE LIFE OF THE GUEST EXPERIENCE MANAGER AT THE HOLIDAY INN BLACKPOOL

Lead and motivate the guest service supervisory team in delivering excellent, personalised guest service Create a welcoming environment in all areas of the hotel, fostering a culture of great service Collaborate with all hotel departments to ensure a seamless overall guest experience Work closely with the senior leadership team to ensure effective departmental communication Conduct regular team meetings to communicate expectations, updates and operational goals Collaborate with the Assistant Operations Manager and senior leadership team to conduct performance reviews, identifying training needs and facilitate ongoing development opportunities Lead by example and work collaboratively with the senior leadership team to drive initiatives to promote employee engagement, retention and morale that foster a positive working environment for all team members Monitor feedback from guests and implement improvements to service and operations as needed Conduct duty management responsibilities and act as hotel ambassador, with a full understanding of hotel and brand standards in all areas of the hotel operation

WHAT WE NEED FROM YOU

Proven leadership skills with the ability to motivate and manage a team, ensuring a positive and productive work environment Strong experience in hotel operations, with a deep understanding of Front Office, Housekeeping, F&B, and Maintenance management Strong communication, organisational, and time management skills Excellent customer service skills with a proactive approach to problem solving Ability to handle guest feedback and complaints professionally, ensuring prompt resolutions to any issues A thorough understanding of health & safety regulations and food safety standards Flexibility with working hours which will include evenings, weekends and public holidays, as needed by the business

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.



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