Guest Experience Manager

Company Description

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director!

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price.
More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy.

Whatever your role, we're all here to make the customer experience as unforgettable as possible.
Our mission: to bring little moments of happiness to people.

Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience.

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

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Our commitment to diversity and inclusion:
Mama is an inclusive company and our ambition is to recruit and promote diverse talent. Our advertisements are gender-neutral, so the masculine gender is used here to lighten the text.

Job Description

Are you ready for an unforgettable adventure? We are looking for fun, energetic and bold talent to step into the spotlight for Guest Experience Manager position at Mama Shelter London Shoreditch. We are casting for talents who are master of fun and excitement at our hotel! You will be confident in delivering exceptional service to guests and visitors, able to work well as part of a team. Proactively manage performance and act as a role model for the team.

Our Guest Experience Manager is always on the lookout for ways to make the hotel guest stay truly unforgettable. Need recommendations for the best local attractions or the hottest spots in town?  Look no further! As our Guest Experience Manager, you will be a true expert, armed with insider knowledge to make our guest explorations even more thrilling.

Qualifications

Here is the mission of a Duty Manager in Mama London:

Lead the Reception Team to deliver exceptional arrival and departures experience and complete regular quality checks during check in, check out times.
Deal with guests challenges and resolving any complaints promptly and efficiently
Take care of VIP Amenities and VIP guests.
Act as the main point of contact for all Hotel Emergencies
Have a vast knowledge of Hotel Reception procedures to assist the team
Monitor and maintain safe and secure working environment for all hotel employees, visitors and guests, and report any issues
Walk about of the property and picking up details which require attention as well as Health & Safety matters which need action.

Additional Information

What’s in it for you…

• A competitive salary and extra benefits package
• 28 days holiday (including bank holidays), pension.
• A health cash plan to claim money back and get access to lots of ways to support your physical wellbeing.
• Enjoy a free night at Mama London and a meal for two in completion of probationary period.
• Goes without saying, but we’ll feed you during your shift.
• Excellent discounts across the Accor and Mama Hotels family for you and your nearest and dearest.
• Training to get you settled into your role, and development that will help you thrive at work.
• Regular team get togethers, bi-annual parties – Mama knows how to have a good time!

If you are keen to discuss the details further, please apply today.

Important to know…

Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above position. Documented evidence of eligibility will be required from candidates as part of the recruitment process.