Guest Experience Manager

Do you have an authentic, welcoming personality?

Are you passionate about exceptional hospitality?

Can you think on your feet in a fast paced environment right on the Cornish coast?

We are looking for our next Guest Experience Manager to join our proactive team of customer focused GEMs. You will lead our wider team to deliver unforgettable experiences for our guests, exemplifying an exceptional level of hospitality service and attention to detail.  From warm welcomes to fond farewells you will play a vital role in the lasting impression that our visitors take away. Championing the guest journey, you will proactively seek and act on feedback face to face, on our Guestrevu platform, and through social media.

Responsibilities and Duties:

• Ensuring guests are nurtured through your presence and support.
• Supporting the delivery of a seamless service at all times and in all areas - jumping in when needed to help deliver where and when needed.
• Focusing on sustainable practices to protect the business for the next generation.
• Acknowledging returning guests, providing surprises, personalising experiences, and ensuring special arrangements are delivered.
• Coordinating your time effectively so our people appreciate the value of every interaction, and our guests appreciate your energy and passion.
• Exemplifying exceptional hospitality and maintaining an environment that enables our team to grow, supporting the delivery of our people-centric operational plan.

Qualifications/Experience:

• 2 years previous experience as a manager in a guest relations or guest facing environment within a hotel.
• Demonstrative experience of responding to and handling guest feedback, positive and constructive.
• Working knowledge of hotel booking and management systems is desired. 

Key Skills:

• Strong customer service and people skills
• The ability to prioritise and manage time effectively
• A proactive problem solver with the initiative to seek solutions
• Passionate about developing people and success management

As a family-owned, independent Cornish business, we value every member of our talented team. We offer a range of benefits and perks to reflect our commitment to making our hotels such a desirable place to work. These include:

• Competitive salary £30,763 PA (40 hours)
• 4 day working week
• A people-centric working environment
• Learning and internal career progression opportunities
• A permanent contract with 28 days holiday per year (29 after 1 year)
• Long service scheme, enjoy a free stay at Bedruthan after your first year!
• Enjoy 40%off food and drinks, along with a range of other services throughout the hotel with our own discount scheme!
• Local partnership discounts
• Health Shield Healthcare Plan

On-site team accommodation is available

Perched on the rugged clifftops of North Cornwall, Bedruthan and Scarlet have always been trailblazers in hospitality. Going above and beyond to make sure when you join our family you will be a part of one of the most exciting independent companies in the UK.

Joining our team isn’t a job, it’s a lifestyle choice.