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Head of Guest Experience
3 months ago
THE COMPANY
Circles UK & Ireland are Sodexo's concierge service and are the global leader in designing and delivering employee engagement & workplace experience services for over 3 million customers annually.
We are guided by our simple yet meaningful mission statement:
- "We enrich and simplify the lives of our members thereby improving the quality of their lives and enhancing the performance of our clients" _
With over 18 million concierge and personal services delivered over the past 21 years, Circles is the leader in designing, implementing, and executing customised employee engagement solutions.
Our ability to deliver effective and measurable results for our clients is what drives us to be better, every day.
THE ROLE
The role of Head of Guest Experience is integral to ensure an elevated workplace and employee experience.
You will be the main point of contact for the front of house team and be the champion for the concierge programme, often liaising between the client and their employee base.
The roles' purpose is to direct all phases of the client guest service and front of house operations providing a superior service and product to the client and their guests.
The Head of Guest Experience commands every aspect of the guest journey, from the guest's arrivals to after their departure, ensuring that their experience is unique and consistent, and exceeds expectations.
MAIN ASSIGNMENTS
Responsibilities
- Improvement and implementation meetings and coordination with Sodexo and client representatives
- Constant enhancement and 'hotelification' of the front of house
- Ensure a constant high level of guest satisfaction by developing and executing new and innovative strategies to improve the experience.
- Team management of front of house and concierge
- Vendor and third-party relationship management
- Budget management across the services to ensure financial expectations are adhered to.
- Ensure Guest experience teams follow HSE policies, management of risk assessments and compliance.
- Service innovation constantly reviewing the guest experience including new technology and trends.
Personal Services
- Know and recommend local services and amenities
- Respond to all employees' requests following and adhering to Circles standards of service, accommodating requests from the ordinary to the extraordinary
- Take ownership to recommend and suggest solutions and alternatives to employee requests that meet and exceed expectations.
- Track and record all interactions, to hyper personalise service to the individual and spot trends across employee base.
- Effectively manage the requests to ensure shifting priorities and deadlines are met, while maintaining both productivity, quality, and customer satisfaction goals.
- Clearly set expectations with the employee regarding turnaround time for the request to be fulfilled, and proactively communicate any relevant updates that may change those expectations
- Carefully listen to and understand the employees needs and recommend how concierge may be able to fulfil those needs
- Proactively educate on the purpose and value of the concierge program to promote the service and help increase employee engagement and usage of the program
Best Practice
- Maintaining our client's reputation in the market for the highest levels of quality and hospitality
- Provide leadership, direction and support to the service teams, whilst maintaining motivation and enthusiasm to continuously deliver beyond expectations
- Anticipate employee needs before they arise using relevant information collected in CRM to enhance and personalise their experience.
- Answer any questions from employee and visitor related to the building including wayfinding, policies and procedures, community etiquette, etc.
- Clearly understand client programmes and initiatives that can help better serve the employees and promote local initiatives and benefits (local and regional).
- Management, development and implementation of innovative guest and employee experience
COMPETENCIES
- Bachelor's Degree or equivalent, in Business, Marketing, Hospitality, or other relevant degrees.
- 5+ years' experience in similar role
- Strong organisational skills with great attention to detail, with a natural ability for sales
- Highly social, motivated, and proactive; acting with professionalism and positivity in all interactions with strong executive presence, confidence, poise, perseverance, and ability to develop relationships with and influence a variety of partners
- Demonstrate integrity, dependability, responsibility, accountability, selfawareness, work ethic, and compassion.
- Strong verbal and written communication skills across multiple platforms
- Exemplary excellent customer service skills to consistently deliver a bestinclass cust
