Customer Excellence Manager – Reservations, Meetings and Events
| Dyddiad hysbysebu: | 11 Gorffennaf 2025 |
|---|---|
| Cyflog: | £38,500 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £30,000 to £38,500 dependant upon experience & Unique Perks |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 10 Awst 2025 |
| Lleoliad: | NN6 7XR |
| Cwmni: | Kew Green Hotels |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 9438427da11c4633bc5a |
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Do you have Reservations and Meetings experience? Do you have experience managing a team?
We have the role for you!
You’ll be supporting your team with a focus on maximising revenue and conversion of all Groups & Meeting revenue. You will develop future and repeat business with both new and existing customers and supporting the team when required.
What you'll be doing as our Customer Excellence Manager:
- Ensuring your team always provide an exceptional experience for our customers, focused on First Contact Resolution.
- Maximising revenue and conversion of all Groups & Meeting Revenue opportunities.
- Develop future and repeat business with both new and existing customers.
- Supporting your team take ownership of all enquiries.
- Driving motivation and engagement within your team.
- Demonstrate excellent re-active and pro-active sales skills throughout all customer interactions and correspondence.
- Develop and maintain excellent product knowledge of KGH Estate.
- Building and maintaining strong relationships with colleagues across the estate ensuring that we all work as one team to deliver customer excellence through being effective, efficient, and ensuring our events running smoothly.
- Maximising revenue and conversion of all opportunities.
- Trends/Insights analysis.
- Management of customer feedback including responding to guest problems and complaints.
This role could be perfect for you if you are:
- Experienced in hotels/events planning/hospitality/face to face and/or contact centre.
- Experience building teams with a customer first mindset.
- An excellent communicator - both written and verbal.
- Someone who is dedicated to promoting a coaching culture.
- Able to challenge constructively, with a continuous improvement mindset.
- Confident in all people related procedures.
- Adaptable, approachable, and consistent.
Our amazing benefits
- Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates.
- Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
- We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
- Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
- FREE access to the Leisure Club
- Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
- KewFest, Employee Appreciation Week, and the Kew Green Awards Evening are all annual events.
- Mental Health and Legal Support with our 24/7, 365 Employee Assistance Line
Who are Kew Green Hotels?
Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we focus on the details. We know that each and every member of our team love to pursue outstanding – and we respect our people and the incredible work they do to look after our guests. And in return? Not only do we offer a highly competitive benefits package, but through our internal career development opportunities and external apprenticeship provider, we also support you wholeheartedly in your own personal pursuit of outstanding.
With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.
Irrespective of whether we are finding new ways to take care of our guests or supporting departments we’ve never worked in before – here at Kew Green Hotels, our obsession over the little details is who we are.
When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.