Guest Experience Supervisor

Salary: £30,000 per year

JOB DESCRIPTION AND PERSON SPECIFICATION

Job title:

Guest Experience Supervisor

Purpose:

Support the Guest Experience Manager and the Assistant Guest Experience Manager with the overall operation of serviced apartments in our fantastic London properties including people management with direct supervision of the Guest Experience Hosts, delivering a memorable service to our guests and achieving business targets

Responsible to:

Assistant Guest Experience Manager

Location and hours:

Based in London primarily.

We believe in working flexibly – this includes flexibility in work location, working days (including weekends and bank holidays in operations) and working hours. This may be ad hoc or permanent flexibility. Ask your recruiting manager or see our careers page for more information.

Our core working hours are (Insert core hours).

IN THIS ROLE YOU WILL BE RESPONSIBLE FOR THE FOLLOWING;

Delivering Guest/ Customer Service

• Ensure you and your team provide memorable service at every stage of the guest journey
• Ensuring you and your team respond to and act on guest reviews in a timely and professional manner
• To be the ‘go to’ person for our guests, contractors and visitors

Business Development

• Continuously looking for opportunities to maximise revenue and occupancy levels
• Ensuring you and your team identify upselling opportunities

Ensuring you and your team build relationships with guests to encourage repeat business

Day-to-Day Operation

• Supervising in the absence of a manager on duty
• Recruiting and Training the Guest Experience Hosts
• Supporting the Guest Experience Manager/Assistant Guest Experience Managers to ensure that our Housekeeping and Maintenance Teams consistently achieve a high standard of apartments
• Participation in weekend Duty Manager shifts
• Taking payments, cash handling and end of day reconciliation
• Managing reservations and queries (through a variety of channels including online, email, phone and in person) in a professional and efficient manner
• Checking in and checking out our guests
• Accountable for the effective rota management of the Guest Experience Host Team
• Delegating daily tasks as required to the team to ensure the smooth running of the apartment operation
• Supporting the Guest Experience Manager and the Assistant Guest Experience Manager in ensuring Health and Safety requirements are met at the properties
• Reviewing the P&L and cost control management with the Guest Experience Manager and Assistant Guest Experience Manager to set the strategy for driving future business performance
• Active participation in team meetings, personal development sessions and 1 to 1s with the Guest Experience Hosts
• Be comfortable with lone working, particularly on late shifts
• Financial Checks including supporting with End of Day and Refunds
• Carrying out Apartment Inspections
• Liaising with Contractors and Suppliers
• Respond to and act on guest reviews in a timely and professional manner

IN THIS ROLE YOU WILL NEED THE FOLLOWING:

Behaviours/ Skills/Experience

• Previous management experience within hospitality is highly desirable (hotels, student living, hostels, build to rent accommodation, including wider hospitality sectors also)
• Clear verbal/written communication proficiency
• Highly proficient in written and spoken English language
• Customer Service Skills
• Tech savvy, who does not shy away from tech-based resolutions and interactions

• Previous team supervisory experience
• Flexible and adaptable approach with a can-do attitude