Lost Luggage jobs

Job Overview
We are seeking a dynamic and customer-focused Guest Experience Manager to collaborate with our Front of House Manager and facilitate exceptional guest experiences. The successful candidate will be responsible for ensuring exceptional service standards, enhancing guest satisfaction, and fostering a welcoming environment. This role offers an exciting opportunity to utilise your hospitality expertise and multilingual skills to create memorable experiences for our guests. The ideal applicant will have a passion for hospitality, excellent communication skills, and a proactive approach to problem-solving.

Responsibilities

• Oversee daily front desk operations ensuring efficient check-in and check-out experiences.
• Cover reception shifts and night duties when required.
• Manage guest enquiries, reservations, and bookings via phone, email and face-to-face interactions.
• Liaise with the Reservations team to pre-allocate rooms, considering guest preferences and VIP arrivals.
• Arrange alternative accommodation when the hotel is fully occupied.
• Support maximum room occupancy and upselling opportunities.
• Ensure strong cooperation between Front Office and Housekeeping departments.
• Monitor apartment readiness and coordinate room moves, check-outs, and arrivals.
• Meet and greet guests, ensuring a warm and personalised welcome.
• Manage guest mail, luggage storage, and deliveries securely.
• Maintain lost property records and storage procedures.
• Ensure all financial transactions and cash handling are accurate.
• Maintain shift handover documentation and operational logs.
• Ensure accurate data entry and system management in MEWS PMS.
• Handle guest complaints promptly and professionally, ensuring guest satisfaction.
• Maintain positive communication with internal departments.
• Promote and cross-sell hotel facilities including F&B services.
• Deliver customised guest experiences aligned with The Gate brand standards.
• Handle guest complaints promptly and professionally, ensuring guest satisfaction.
• Maintain positive communication with internal departments.
• Promote and cross-sell hotel facilities including F&B services.
• Deliver customised guest experiences aligned with The Gate brand standards.
• Conduct regular apartment inspections and spot checks.
• Maintain a clean, welcoming, and engaging atmosphere throughout the property
• Ensure apartments meet The Gate’s quality and cleanliness standards.
• Report housekeeping and maintenance issues promptly.
• Develop action plans for VIP arrivals and special guest requests.
• Manage and review staff schedules and departmental staffing levels.
• Promote team engagement, collaboration, and morale.
• Implement contingency plans to ensure operational continuity.
• Provide regular training and professional development opportunities.
• Monitor staff performance and ensure high service standards.
• Support the achievement of budgeted revenue, profitability and occupancy targets.
• Monitor guest feedback relating to corporate partnerships and services.
• Maintain awareness of competitor activity and local market trends.
• Identify opportunities to increase revenue through upselling and guest engagement.
• Manage the ordering, storage, and administration of Front Office and F&B supplies.
• Act as an ambassador for The Gate in the absence of senior management.
• Support the Front of House Manager in coordinating housekeeping operations.
• Participate in emergency and crisis management procedures.
• Collaborate with Sales and Revenue teams to maximise revenue opportunities.
• Ensure compliance with all statutory regulations, including: Fire Safety, Health & Safety, Food Hygiene, Security procedures, Employment legislation
• Ensure compliance with The Gate’s Standard Operating Procedures (SOPs).
• Participate in training programmes and development initiatives.
• Maintain professional knowledge and skills relevant to the role.
• Follow the Job Skills Checklist and personal development plan.

Requirements

• Minimum 3–5 years of experience in hospitality operations, preferably within hotel, aparthotel, or serviced apartment environments.
• At least 2 years in a supervisory or management role within Front Office, Guest Services, or Rooms Division.
• Experience managing Front Office operations, guest relations, and service recovery.
• Proven experience leading multidisciplinary teams, including Front Office, Guest Services, and Food & Beverage teams.
• Experience working with Property Management Systems (PMS), ideally MEWS PMS or similar hospitality systems.
• Experience in handling guest complaints, service recovery, and delivering exceptional guest satisfaction.
• Experience with hotel revenue optimisation through upselling, cross-selling, and occupancy management is preferred.
• Previous experience in luxury hospitality, lifestyle hotels, or aparthotel concepts is desirable.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Outstanding guest service and problem-solving skills.
• Ability to handle high-pressure situations and resolve guest complaints effectively.
• Strong organizational and operational management skills.
• Commercial awareness with the ability to identify revenue opportunities.
• High level of attention to detail and quality control.
• Ability to work flexibly across shifts including evenings, weekends, and holidays.
• Strong knowledge of front office procedures, reservations processes, and guest service standards.
• Proficiency in Microsoft Office and hotel management systems.
• Passion for hospitality and delivering exceptional guest experiences.
• Positive, approachable and professional attitude.
• Strong problem-solving mindset and decision-making ability.
• Ability to lead by example and motivate teams.
• Adaptable and comfortable working within The Gate’s “Work as One” culture.
• Creative approach to enhancing guest experiences and service delivery.

Pay: £30,000.00-£32,000.00 per year

Benefits:

• Company events
• Company pension
• Health & wellbeing programme
• Referral programme

Work Location: In person