Head of Guest Experience

2 weeks ago

London, United Kingdom Chiswick Park Enjoy Work Full time

Chiswick Park is a 1.8 million sq. ft. business campus managed by Estate Management Company Enjoy
- Work, which proposes a regular programme of events and concierge services dedicated to over 10,000 workers from over 54 companies. At the heart of the ‘Enjoy-Work’ philosophy is the belief that supporting and engaging individuals first is the key to productive and engaged employees.

**Job purpose**:
A senior leadership role in the guest (customer) experience strategy, and through dedicated support - PR and media management and event management. Ensuring Chiswick Park is delivering extraordinary and unrivalled levels of customer service, leading in CX innovation, events and media best practice and supporting in/with wider park business strategies. Working with all departments and external service partners to ensure delivery in line with our overall Mission, Vision, Values and Objectives.

**Key accountabilities**:

- Support to the Estate Director in the effective running of a World Class Business Park.
- Strategic lead for all Guest Experiences and the ‘Guest Journey’ at the Park. Looking at the development and enhancement of CX strategies.
- Strategic lead for the Guest Experience Programme in relation to the annual curation, planning and delivery, supported by key members of the team. Programme areas including:

- Events, Sports, Clubs, Concierge Services, Workshops
- Strategic lead in Events Management.
- Strategic lead for PR, Communication and Media Management, driven by an onsite dedicated role and with key support links to external media agencies.
- Supporting the Estate Director in enhancing and representing the ‘Brand’. Using direct report expertise, drive key areas such as Brand design and content for internal and external audiences.
- Development and implementation of CX initiatives, innovations and experiences.
- Accountability for CX and PR/Media data analytics, trends and performance.
- Lead on management of CX systems and platforms.
- Accountability for all Marketing and Events budget lines working closely with the finance team and Estate Director. Ensuring accurate tracking and involvement in forecast planning. To manage and report on service charge expenditure variations.
- Lead on appropriate Awards submissions for the park.
- Support on a number of ESG key focuses (particularly Environmental and Social) with support from other leaders in the business. To also include reporting to internal and external stakeholders.
- Lead and manage KPIs across a number of key business areas.
- Contract lead for the Guest Experience Host (Reception services) team.
- Supporting with key external visits to the Park including leasing/marketing visits, showcasing and representing everything Enjoy-Work.
- Preparation of presentations for webinars, meetings and reports and assist in writing submission documents for external stakeholder engagement.
- Line Management responsibilities.
- On-call support for the Business in relation to Crisis Management, Emergency Procedures and Disaster Recovery.
- Effective stakeholder engagement with the wider leadership team, along with external business and community relationships.
- Support in the management of all Health and Safety matters.
- Other ad-hoc duties as may be required as part of the leadership team and/or the overall business.

**Reporting Relationships**:

- Reporting to: Estate Director
- Direct Reports: Event Experience Manager, Communications & Engagement Manager, Content Manager, Guest Experience co-ordinator, contract lead for Guest Experience Hosts (reception services)
- Working alongside: Head of Security & Risk, Head of Operations, Head of People &
- Culture and Head of Property Finance
- Strategic support to/from the Group companies Media/Comms team

**Personal Attributes**:

- Previous senior and strategic CX management position in an established Estate, Retail or Hospitality environment with a minimum of 5years experience
- Previous experience in Event Management, with particular focus around event safety management
- Experience and understanding in PR/Media management
- Qualification, Membership or Affiliations with appropriate industry bodies
- IOSH Managing Safely (minimum)
- Understanding of and ability to maximise Brand Reputation
- Demonstrable experience in delivering unrivalled service excellence
- Demonstrable experience in managing and leading teams
- Demonstrable experience in planning and management of budgets
- Ability to prioritise within a multi-tasking environment, flexibility, accuracy and attention to detail
- Innovatively and results oriented, with the ability to look at emerging trends
- Unquestionable integrity, discretion, ethical and professional approach to business, commitment and personal credibility
- Proactive attitude
- Solid organisational skills

**Personal Skills**:

- Strong communication skills (verbal, written and interpersonal)
- Ability to develop written business content
- Ability to think strategicall

  • Guest Service Agent

    1 month ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is to know that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **About Meliá White House Hotel NW1 3UP** Meliá...

  • Guest Experience Agent

    4 weeks ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Switchboard / Guest Service Line Agent

    4 weeks ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Switchboard / Guest Service Line Agent

    1 month ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world? **About Meliá White House Hotel NW1 3UP** Meliá White House is a modern and elegantly...

  • Switchboard / Guest Service Line Agent

    1 month ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Head of Hosted Guest Experience

    2 weeks ago

    London, United Kingdom Royal Academy Of Dance Full time

    Permanent, Full Time The Guest Experience teams sit within National Gallery Global, the commercial arm of the National Gallery, and is dedicated to presenting, refining and delivering world-class experiences and services to all onsite visitors, guests, and stakeholders. The Head of Hosted Guest Experience will play a pivotal role in leading the Guest...

  • Head of Hosted Guest Experience

    2 weeks ago

    London, United Kingdom Royal Academy Of Dance Full time

    Permanent, Full Time This is a truly unique opportunity for a Head of Hosted Guest Experience to play a lead role in the delivery of an exceptional Front of House experience at one of London's most iconic cultural institutions. The Guest Experience teams sit within National Gallery Global, the commercial arm of the National Gallery, and is dedicated...

  • Head of Hosted Guest Experience

    7 days ago

    London, United Kingdom Nationalmuseums Full time

    The Guest Experience teams sit within National Gallery Global, the commercial arm of the National Gallery, and is dedicated to presenting, refining and delivering world-class experiences and services to all onsite visitors, guests, and stakeholders. The Head of Hosted Guest Experience will play a pivotal role in leading the Guest Experience teams to deliver...

  • Part Time Guest Experience Ambassador

    4 weeks ago

    London, United Kingdom Central Guest Services Full time

    **Join the UK’s most dynamic collection of hotels and restaurants** - At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Head of Hosted Guest Experience

    7 days ago

    London, United Kingdom Nationalmuseums Full time

    The Guest Experience teams sit within National Gallery Global, the commercial arm of the National Gallery, and is dedicated to presenting, refining and delivering world-class experiences and services to all onsite visitors, guests, and stakeholders. The Head of Hosted Guest Experience will play a pivotal role in leading the Guest Experience teams to deliver...

  • Concierge

    4 weeks ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Concierge

    1 month ago

    London, United Kingdom Guest Experience Full time

    **_“The world is yours with Meliá”_** It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world **_ Our Benefits Package Includes:_** - ** Competitive Salary**: - ** Holidays**: 28...

  • Concierge

    1 month ago

    London, United Kingdom Guest Experience Full time

    “The world is yours with Meliá”_ Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the most...

  • Doorman/woman

    1 month ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **Doorman/Woman** **Mission**: The Doorman/Woman as...

  • Doorman/woman

    1 month ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Guest Experience Ambassador

    4 weeks ago

    London, United Kingdom Front of House Operations Full time

    **_Become a Londoner_** - Welcome to The Londoner, a hotel that is chic boutique in spirit and feeling yet staggering in scale and ambition. A perfectly engineered collection of spaces, tastes, textures, and offerings over 15 floors. Situated in the heart of Leicester Square, where the four corners of the city meet. _We are seeking hospitality professionals...

  • Aura Host

    1 month ago

    London, United Kingdom Guest Experience Full time

    “The world is yours with Meliá”_ Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the most...

  • Global Guest Experience Coordinator

    4 weeks ago

    London, United Kingdom Q Apartments UK Full time

    **Global Guest Experience Coordinator** **Job description** This is an exciting opportunity for engaged individuals to take the next step towards their career progression and join our enthusiastic and friendly operations team at QIG. Our growth in recent years is based on our passion and attention to details. Although we are a global company, we truly...

  • Guest Experience Supervisor

    2 weeks ago

    London, United Kingdom Off to Work Full time

    Do you thrive on inspiring excellence and elevating standards to pushes the boundaries of customer service?Guest Experience SupervisorContract Catering – Corporate EnvironmentCentral LondonMonday to FridaySalary: £28,500Great perk & benefitsExcellent career development opportunityOur client, the UK's leading Catering Service Provider based in the heart of...

  • Guest Experience Supervisor

    2 weeks ago

    London, United Kingdom Off to Work Full time

    Do you thrive on inspiring excellence and elevating standards to pushes the boundaries of customer service? Guest Experience Supervisor Contract Catering – Corporate Environment Central London Monday to Friday Salary: £28,500 Great perk & benefits Excellent career development opportunity Our client, the UK's leading Catering Service Provider...