Guest Experience Manager

The 5* Lowry Hotel - Manchester's Iconic Hotel is recruiting for the exciting role of Guest Experience Manager. 

The role involves being an active member of the hotel management team, leading the guest experience for the hotel an ensuring service is seamless for all guests. 

***4 x 10 hour shifts (3 days off per week-  shifts on a rotation basis) ***

The ideal candidate will have excellent knowledge of Manchester City Centre and a proactive and conscientious outlook, with a ‘nothing is too much trouble’ attitude, where five-star service is paramount. You will also possess a full driving licence.
Our hotel focus is to focus on guest journey and ‘off the beaten track’ / underground experiences for our guests. We want to be leaders in the services we can facilitate for our guests.

The main duties of the role entail

• Assisting in the development of guest experiences and ensuring that the details are checked for guest arrivals . 
• Facilitating all elements of guest services for the guests, including theatres, restaurants, local attractions, booking taxis, tours and car hires
• Provide support for the hotel team throughout the hotel and support with guest queries and challenges. 
• Ensuring that all knowledge of all hotel facilities is accurate & updated regularly
• Ensuring that all team are aware of activities in Manchester including concerts, local events & new openings and unique guests’ experiences.
• Meet and greet VIP guests, be a main point of contact and ensure requirements are exceeded in terms of service 
• Deliver proactive hospitality and look to the future to provide cutting edge service experiences

• Manage guest feedback and share positive feedback with team members 
• Develop training to overcome re-occurring challenges and manage and resolve guest complaints 
• Handling all guests’ inquiries whether in person, on the phone, or by email in a polite courteous and informative manner.
• Providing a high level of security awareness of all persons entering & exiting the building
• Attend planned training programmes and ensure that you actively develop & train team
• Conduct all forecasting, completion of rotas & accurately record hours on Harri and manage this in line with hotel budget.
• Actively be involved with all management responsibilities

This role requires an active role within the management team and will include attendance at management and leadership meetings. The role will be key to Duty Management shifts within the hotel.

The ideal candidate will possess a professional approach and demonstrate outstanding communication and interpersonal skills. You must have excellent organisational skills and previous experience in a management role within a similar guest focused role is essential.

Flexibility in this role is required as the hours of work are on a shift basis including weekends, early & late shift.
In return for your commitment to delivering five star service and standards, we offer excellent training and development opportunities in addition to other benefits such as hotel discounts, uniforms and meals on duty.

The Lowry Hotel is renowned as a place guaranteed to ensure comfort, privacy and understated service for its guests with interiors that are contemporary and have a real sense of style.

Benefits include:

- Uniform and Meals on duty provided
- Unique team member discount rate  and 50% of all food and drink. Friends and family discount also available.
- Access to discounted rates with Millennium and Copthorne Hotels
- Access to online training facilities with Flow
- Death in service benefit for contracted employees

The Lowry Hotel is an equal opportunities employer

The 5* Lowry Hotel - Manchester's Iconic Hotel is recruiting for the exciting role of Guest Experience Manager. 

The role involves being an active member of the hotel management team, leading the guest experience for the hotel an ensuring service is seamless for all guests. 

***4 x 10 hour shifts (3 days off per week-  shifts on a rotation basis) ***

The ideal candidate will have excellent knowledge of Manchester City Centre and a proactive and conscientious outlook, with a ‘nothing is too much trouble’ attitude, where five-star service is paramount. You will also possess a full driving licence.
Our hotel focus is to focus on guest journey and ‘off the beaten track’ / underground experiences for our guests. We want to be leaders in the services we can facilitate for our guests.

The main duties of the role entail

• Assisting in the development of guest experiences and ensuring that the details are checked for guest arrivals . 
• Facilitating all elements of guest services for the guests, including theatres, restaurants, local attractions, booking taxis, tours and car hires
• Provide support for the hotel team throughout the hotel and support with guest queries and challenges. 
• Ensuring that all knowledge of all hotel facilities is accurate & updated regularly
• Ensuring that all team are aware of activities in Manchester including concerts, local events & new openings and unique guests’ experiences.
• Meet and greet VIP guests, be a main point of contact and ensure requirements are exceeded in terms of service 
• Deliver proactive hospitality and look to the future to provide cutting edge service experiences

• Manage guest feedback and share positive feedback with team members 
• Develop training to overcome re-occurring challenges and manage and resolve guest complaints 
• Handling all guests’ inquiries whether in person, on the phone, or by email in a polite courteous and informative manner.
• Providing a high level of security awareness of all persons entering & exiting the building
• Attend planned training programmes and ensure that you actively develop & train team
• Conduct all forecasting, completion of rotas & accurately record hours on Harri and manage this in line with hotel budget.
• Actively be involved with all management responsibilities

This role requires an active role within the management team and will include attendance at management and leadership meetings. The role will be key to Duty Management shifts within the hotel.

The ideal candidate will possess a professional approach and demonstrate outstanding communication and interpersonal skills. You must have excellent organisational skills and previous experience in a management role within a similar guest focused role is essential.

Flexibility in this role is required as the hours of work are on a shift basis including weekends, early & late shift.
In return for your commitment to delivering five star service and standards, we offer excellent training and development opportunities in addition to other benefits such as hotel discounts, uniforms and meals on duty.

The Lowry Hotel is renowned as a place guaranteed to ensure comfort, privacy and understated service for its guests with interiors that are contemporary and have a real sense of style.

Benefits include:

- Uniform and Meals on duty provided
- Unique team member discount rate  and 50% of all food and drink. Friends and family discount also available.
- Access to discounted rates with Millennium and Copthorne Hotels
- Access to online training facilities with Flow
- Death in service benefit for contracted employees

The Lowry Hotel is an equal opportunities employer