Guest Experience Manager 

Are you looking for a long-term role where you can make a difference? Do you live and breathe hospitality? Do you understand the power of happiness has to make a holiday, motivate a team and lead by example?

At Another Place, the Lake, our overriding purpose shapes our culture, principles and direction. We believe happiness is simply made, that the little things add up, and that people need the time and space to be at their happiest.

You’ll have a heart in hospitality, a connection with the lake and the drive to be our champion, understand our guests, team and operational objectives.

If you have a magnetic personality, an infallible instinct, and a commitment to work that gets you noticed. Are you looking for a role that will recognise your talents and provide your future opportunities and career development somewhere you love? Then we’d like to hear from you.

The role:
We need attentive, organised, proactive individual to go beyond guest expectations and ensure guest experience, before, during and after their stay is the best it can be.

You’ll embody the spirit of Another Place Hotel with your friendly welcome, considerate manner and seamless efficiency. We’re looking for a natural leader who can embrace the Another Place brand and lead our guest experience teams, including house managers, hosts, night team and therapists. Guests will remember you and your team for underpinning the happiness that shaped their holiday experience. You’ll deal with challenges swiftly and find opportunities to bring a smile to guests’ faces day in day out. And you’ll make sure your teams do the same.

In return you’ll find yourself in a team with a shared outlook on life where friendship, connection, flexibility, variety and challenge make every day at work mean more.

What your days could look like:

• Enhance the guest experience at every opportunity, from initial contact to farewell
• Proactively identify and resolve problems, staying one step ahead
• Handle guest-related issues promptly and smoothly
• Address any complaints personally and in a timely manner
• Possess in-depth knowledge of the hotel, policies, systems, and procedures to promptly address guest inquiries
• Ensure your teams remain guest-focused, embodying the hotel's spirit and value
• Assist with other departments to ensure a smooth guest experience throughout the hotel
• Provide occasional ad hoc cover for the Night House Manager when required and stay over as required
• Ensure departmental Rota’s are within budget and submit for approval.
• Manage the training program for all roles within your teams, ensuring team are trained brand standard.
• Ensure that end-of-days (EOD) is completed accurately in accordance with the agreed procedure
• Ensure that overheads and payroll budgets are managed in line with business levels
• Help to achieve revenue targets by ensuring a positive guest experience
• Carry out regular walk arounds of the public areas and address any issues proactively
• Monitor our guest feedback, picking up on trends and identifying anything that might require attention
• Ensure the smooth running of your departments within the Another Place brand guidelines and established SOP’s
• The day-to-day management of Swim Club including treatment rooms, sheep shed, cardio room and pool area
• Overseeing retail sales
• Stock control of wetsuits/boots and the outdoor kit which we provide
• Coordinate with third party providers for delivery of activity programs
• Coordinate with our events team to ensure the hotel meets and delivers on agreed arrangements.
• Work alongside the central Guest Services & Reservation teams to ensure the hotel delivers on the brand standard
• Be the go-to person for group bookings on site and liaise with Reservations & Guest services regarding organisation of group bookings.
• Fulfil any additional duties assigned by senior management
• Adhere to Health, Safety, and Licensing laws
• Be the initial point of contact for First Aid
• Assume the role of fire warden during alarm activations
• Troubleshoot emergencies in line with agreed procedure
• To ensure all departments are up to date with guest requirements via the special services procedure
• Lead, monitor and motivate the host and house manager team at all times, by being hands on and leading by example
• Carry out the recruitment, training and development of your teams
• Represent our brand at all times

Job skills & requirements:

• Previous front of house experience in a similar business
• Previous experience of using property management systems
• Sound knowledge of a hotel integrated PMS system
• Strong knowledge of Microsoft Office, Word, Excel and Outlook
• Exceptional level of customer service and focus
• Previous management role
• Previous F&B experience
• First Aid qualification
• Current Enhanced DBS
• Personal Licence holder
• Experience of hotel computer booking systems
• Good at prioritising tasks and time management
• Strong administrative & I.T. skills
• Drivers licence and own transport

What we can offer in return:

• A relaxed, professional place to work in a beautiful location – right on the shores of Ullswater
•  Excellent career prospects in an ever-expanding organisation
• Special rates for you and your friends & family to stay at Another Place and Watergate Bay Hotel
• Team discounts on treatments in Swim Club
• Discounts for you and your friends & family to eat at our restaurants: at Rampsbeck, Living Space, Glasshouse and The Brackenrigg
• Team social events throughout the year

Team assistance scheme – a dedicated helpline for support & advice on topics from mental health through to managing your finances

From discounted stays to training and development opportunities, we're all about helping our team achieve their personal and professional goals. Located in 18 acres of Lake District National Park, you'll never be short on inspiration. Working at Another Place isn't just a job - it's a transformative career opportunity. Apply now and join us in creating memorable experiences that our guests and team remember for a lifetime.

Role is based on 45 hour contract. 

Interviews will be held week commencing 9th February 2025

Guest Experience Manager 

Are you looking for a long-term role where you can make a difference? Do you live and breathe hospitality? Do you understand the power of happiness has to make a holiday, motivate a team and lead by example?

At Another Place, the Lake, our overriding purpose shapes our culture, principles and direction. We believe happiness is simply made, that the little things add up, and that people need the time and space to be at their happiest.

You’ll have a heart in hospitality, a connection with the lake and the drive to be our champion, understand our guests, team and operational objectives.

If you have a magnetic personality, an infallible instinct, and a commitment to work that gets you noticed. Are you looking for a role that will recognise your talents and provide your future opportunities and career development somewhere you love? Then we’d like to hear from you.

The role:
We need attentive, organised, proactive individual to go beyond guest expectations and ensure guest experience, before, during and after their stay is the best it can be.

You’ll embody the spirit of Another Place Hotel with your friendly welcome, considerate manner and seamless efficiency. We’re looking for a natural leader who can embrace the Another Place brand and lead our guest experience teams, including house managers, hosts, night team and therapists. Guests will remember you and your team for underpinning the happiness that shaped their holiday experience. You’ll deal with challenges swiftly and find opportunities to bring a smile to guests’ faces day in day out. And you’ll make sure your teams do the same.

In return you’ll find yourself in a team with a shared outlook on life where friendship, connection, flexibility, variety and challenge make every day at work mean more.

What your days could look like:

• Enhance the guest experience at every opportunity, from initial contact to farewell
• Proactively identify and resolve problems, staying one step ahead
• Handle guest-related issues promptly and smoothly
• Address any complaints personally and in a timely manner
• Possess in-depth knowledge of the hotel, policies, systems, and procedures to promptly address guest inquiries
• Ensure your teams remain guest-focused, embodying the hotel's spirit and value
• Assist with other departments to ensure a smooth guest experience throughout the hotel
• Provide occasional ad hoc cover for the Night House Manager when required and stay over as required
• Ensure departmental Rota’s are within budget and submit for approval.
• Manage the training program for all roles within your teams, ensuring team are trained brand standard.
• Ensure that end-of-days (EOD) is completed accurately in accordance with the agreed procedure
• Ensure that overheads and payroll budgets are managed in line with business levels
• Help to achieve revenue targets by ensuring a positive guest experience
• Carry out regular walk arounds of the public areas and address any issues proactively
• Monitor our guest feedback, picking up on trends and identifying anything that might require attention
• Ensure the smooth running of your departments within the Another Place brand guidelines and established SOP’s
• The day-to-day management of Swim Club including treatment rooms, sheep shed, cardio room and pool area
• Overseeing retail sales
• Stock control of wetsuits/boots and the outdoor kit which we provide
• Coordinate with third party providers for delivery of activity programs
• Coordinate with our events team to ensure the hotel meets and delivers on agreed arrangements.
• Work alongside the central Guest Services & Reservation teams to ensure the hotel delivers on the brand standard
• Be the go-to person for group bookings on site and liaise with Reservations & Guest services regarding organisation of group bookings.
• Fulfil any additional duties assigned by senior management
• Adhere to Health, Safety, and Licensing laws
• Be the initial point of contact for First Aid
• Assume the role of fire warden during alarm activations
• Troubleshoot emergencies in line with agreed procedure
• To ensure all departments are up to date with guest requirements via the special services procedure
• Lead, monitor and motivate the host and house manager team at all times, by being hands on and leading by example
• Carry out the recruitment, training and development of your teams
• Represent our brand at all times

Job skills & requirements:

• Previous front of house experience in a similar business
• Previous experience of using property management systems
• Sound knowledge of a hotel integrated PMS system
• Strong knowledge of Microsoft Office, Word, Excel and Outlook
• Exceptional level of customer service and focus
• Previous management role
• Previous F&B experience
• First Aid qualification
• Current Enhanced DBS
• Personal Licence holder
• Experience of hotel computer booking systems
• Good at prioritising tasks and time management
• Strong administrative & I.T. skills
• Drivers licence and own transport

What we can offer in return:

• A relaxed, professional place to work in a beautiful location – right on the shores of Ullswater
•  Excellent career prospects in an ever-expanding organisation
• Special rates for you and your friends & family to stay at Another Place and Watergate Bay Hotel
• Team discounts on treatments in Swim Club
• Discounts for you and your friends & family to eat at our restaurants: at Rampsbeck, Living Space, Glasshouse and The Brackenrigg
• Team social events throughout the year

Team assistance scheme – a dedicated helpline for support & advice on topics from mental health through to managing your finances

From discounted stays to training and development opportunities, we're all about helping our team achieve their personal and professional goals. Located in 18 acres of Lake District National Park, you'll never be short on inspiration. Working at Another Place isn't just a job - it's a transformative career opportunity. Apply now and join us in creating memorable experiences that our guests and team remember for a lifetime.

Role is based on 45 hour contract. 

Interviews will be held week commencing 9th February 2025