NEW GUEST EXPERIENCE MANAGERS INTRODUCED AT PAROGON

PROVIDING EXCELLENT CUSTOMER SERVICE IS VITAL TO THE SUCCESS OF ANY HOSPITALITY BUSINESS AND PAROGON GROUP IS NO EXCEPTION. THEY RECOGNISE THAT GIVING THEIR GUESTS AN EXPERIENCE THEY WILL REMEMBER IS NOT ONLY IMPORTANT TO THE BUSINESS BUT IT IS ALSO IMPORTANT TO EVERY PERSON THAT WALKS INTO ONE OF THEIR RESTAURANTS. THAT’S WHY THEY HAVE CREATED THE NEW ROLE OF GUEST EXPERIENCE MANAGER IN ALL OF THEIR VENUES. WE SPOKE TO WILL PEPPER, PAROGON GROUPS EVENTS & SALES MANAGER TO FIND OUT MORE.

“Although all team members and managers across the business strive to provide excellent customer service to everyone, we thought I was important to create a role that could be dedicated to looking after our guests. There are a lot of different layers to running a busy restaurant so having someone who can solely focus on guest satisfaction is great and this is where our newly appointed Guest Experience Managers come in”

These new roles will play a key part in the continued success of the Parogon Group and guest satisfaction is not just about the experience that they have in venue but about the full journey, from booking through to visiting, and Parogon Group want every aspect to be perfect for their guests.

“Sometimes guests can have a bad experience before they even visit a restaurant if they feel certain aspects haven’t been handled correctly, therefore the Guest Experience Managers will also oversee all guest correspondence channels, handling all customer enquiries, and ensure any requests made on reservations are actioned”

First and foremost, creating an experience to remember is what is important to Parogon but Will added that the new role won’t only focus on guest experience in the venues, it will also focus on maximising the Parogon’s new reservation system Seven Rooms.

“Seven Rooms was a big investment for us so we want to make sure that we are utilising it as much as we can and making the most of all it’s great features. Therefore, the Guest Experience Managers will also be looking at table optimisation, looking at how they can use Seven Rooms to offer enhancements and upgrades to the overall guest experience and make sure guest profiles are up to date so we can provide them with a personalised service”

These new roles are another great example of Parogon Groups continued drive to grow the business and provide wonderful progression opportunities for their team members. We asked Will how these Guest Experience Managers were chosen and what made them perfect for the job?

“We have a great group, all of whom have the right attributes to be successful in this new role. Confident, friendly, professional and the ability to build rapport with our guests is vital and our Guest Experience Managers all have these traits.

They are all doing a fantastic job so I will take this opportunity to give a shout out to Caitlin at the Swan with Two Necks, Katie at The Wayfarer, Hannah at The Orange Tree, Kayleigh at The Blockhouse, Molly at The Boars Head, Helen at The Seven Stars, Rebecca at The Red House, Ash and Fiona at Willow, and Adele at the Broughton,”

All of these new focuses for Parogon Group and appointment of the Guest Experience Managers will ensure they continue to lead the way when it comes to creating a truly memorable experience whether it be a date night, catch up with friends, family get together or special celebration.