UK: Milton Keynes-based serviced apartment operator Cotels has appointed Diane Mason to the newly created role of guest experience manager.
This role is dedicated to ensuring the delivery of consistently high standards throughout the Cotels‘ portfolio. Mason will be responsible for housekeeping, maintenance, standards, compliance, accreditation and the satisfaction survey and guest feedback.
Mason will be spending her first two months reviewing all aspects of the company’s operation. She has extensive experience in senior management roles as head of estates and facilities for HEART Academies Trust and Operations, and as services manager for The Saxon Clinic, a leading private hospital in Milton Keynes.
Marcia Gomez, Cotels managing director, said: “We are very excited to have Diane on the team; she brings a huge breadth of skills and competencies and is going to be a fantastic asset to Cotels.”
The new role is part of a broader restructure at Cotels which includes the creation of a guest relations team, headed by Sonya Hawkins as director of guest relations. Hawkins has been at Cotels for nine years. The department will be augmented with new guest relations executives who will manage the guest journey from initial enquiry to check out. These new roles will be fully operational in January 2019.
Gomez added: “Our reception in 7Zero1 has been incredibly popular with our guests; and these new roles are the next phase in ensuring that Cotels remains the first choice for business guests who are staying for extended periods in Milton Keynes, Northampton and Luton.”
