Current jobs related to Guest Experience Manager - South West London - Conrad London St. James

  • Guest Experience Agent

    4 months ago

    South Kensington, 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 Agent

    5 months 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 ME London Hotel, WC2R 1HA** ME by Meliá is...

  • Guest Service Agent

    5 months ago

    London, United Kingdom Guest Experience Full time

    **_Be our star, join us and create your own successful story _** We are currently looking for **Guest Service Agent** to join our team in **Meliá** **White House** **_ Our Benefits Package Includes:_** - **Competitive Salary**: - **Holidays**: 28 days’ holiday including 8 public holidays - **Contributory pension scheme and Life Assurance**: -...

  • Guest Experience Agent

    5 months 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 Service Agent

    5 months 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 Service Agent

    4 months 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 Service Agent

    4 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** #LI-IV1 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...

  • Switchboard Supervisor

    5 months 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 Supervisor

    5 months 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. **About ME London Hotel, WC2R 1HA** ME by Meliá...

  • Switchboard / Guest Service Line Agent

    5 months 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

    5 months 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

    5 months 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 Manager

    2 weeks ago

    South West London, United Kingdom Conrad London St. James Full time

    Lead the Way in Luxury ServiceConrad London St James is seeking a seasoned Guest Experience Manager to lead our team in delivering exceptional service to our discerning guests. As a key member of our hospitality team, you will be responsible for overseeing the entire guest experience, from pre-arrival to post-departure, and ensuring that every guest feels...

  • Guest Experience Ambassador

    5 months 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...

  • Guest Experience Ambassador

    4 months 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...

  • Guest Experience Manager

    2 months ago

    South West London, London, London, United Kingdom Conrad London St. James Full time

    WELCOME TO A WORLD OF OPPORTUNITIESAT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE.Conrad London St Jamesis one of Hiltons three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in thetop 5% of hotels in London and the Top...

  • Concierge

    5 months 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

    5 months 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

    5 months 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...

  • Guest Experience Ambassador Egls

    5 months 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...

Guest Experience Manager

2 months ago

South West London, United Kingdom Conrad London St. James Full time

About Conrad London St James

Conrad London St James is a luxury hotel located in the heart of Westminster, offering a unique blend of elegance and sophistication. As a member of the Conrad Hotels & Resorts brand, we pride ourselves on delivering exceptional service and creating unforgettable experiences for our guests.

Job Summary

We are seeking a highly skilled and experienced Guest Experience Manager to join our team. As a key member of our hotel operations, you will be responsible for leading and overseeing the Guest Relations Team, Duty Managers, and Personal Concierge Services. Your primary focus will be on ensuring the highest level of personalized service for all guests, from pre-arrival to post-departure.

Key Responsibilities

  • Lead the Guest Relations Team
    • Recruit, train, and manage a team of Guest Relations professionals
    • Develop and implement strategies to exceed guest expectations and maintain the highest standards of service
  • Oversee Duty Managers and Personal Concierge Services
    • Coordinate with all hotel departments to ensure seamless guest experiences
    • Design and deliver personalized VIP experiences for guests
  • Manage VIP Guest Services
    • Categorize and oversee the service delivery for various VIP levels
    • Ensure each guest receives appropriate amenities and attention
  • Develop and Implement Strategies
    • Design and develop the fitness room experience
    • Create a detailed, personalized VIP luxury experience journey for each guest
  • Collaborate with Hotel Departments
    • Lead daily meetings to align staff on VIP arrivals, needs, and departures
    • Collaborate with Sales and Marketing to identify VIP guests
  • Manage Resources and Budgets
    • Agree budgets and manage resources effectively
    • Ensure cost-efficient delivery of luxury services
  • Monitor and Improve Guest Services
    • Conduct daily checks of VIP services, guest rooms, and amenities
    • Address guest feedback and complaints promptly
  • Build Relationships with Repeat Guests
    • Build strong relationships with repeat VIPs
    • Ensure their preferences are consistently met
  • Upsell and Generate Revenue
    • Look for ways to upsell different areas in the hotel
    • Generate overall revenue
  • Final Responsibility
    • Have final responsibility over VIP room assignments and preparations
    • Conduct final room checks prior to arrival
  • Monitor Staffing Levels
    • Monitor staffing levels to meet business demands
  • Communicate with Hotel Departments
    • Ensure all hotel departments are fully briefed on guest requirements
  • Project a Professional Manner
    • Project a professional manner with an emphasis on hospitality and guest service
  • Comply with Hotel Regulations
    • Ensure the team complies with hotel security, fire regulations, and all health and safety legislation
  • Establish a Positive Work Climate
    • Establish an upbeat vibe within the workplace
    • Maintain an excellent level of positivism to ensure a good work climate
  • Induct and Train New Staff
    • Participate in the induction and training of new staff members
    • Promote the importance of hotel luxury service standards and compliance
  • Represent the Hotel
    • Show passion about the image of Conrad London St James
    • Work with the marketing team to portray the guest experience on social media
  • Enhance Guest Experiences
    • Use online platforms to enhance real-time communication with guests
    • Address their needs promptly and ensure exceptional guest experiences
  • Monitor Online Reviews
    • Actively monitor online reviews
    • Respond to guest feedback and implement strategies to uphold and enhance the hotel's brand reputation
  • Be a Visible Presence
    • Maintain a visible presence in the lobby as a journey ambassador
    • Enhance guest services
  • Work Varied Shifts
    • Work any 5 days out of 7 at varied times to capture peak hours
    • Be available for key VIP arrivals and departures
  • Cover Duty Manager Shifts
    • Cover Duty Manager shifts as required
  • Execute Health and Safety Procedures
    • Execute health and safety procedures as required
    • Ensure adherence to Hilton's policies and regulations
  • Address Operational Issues
    • Quickly address and resolve any operational issues or emergencies
    • Make effective decisions to minimize disruptions to guests and operations
  • Take Ownership of Guest Services
    • Take ownership of proactive approach to guest services
    • Avoid problems from re-occurring
  • Support Other Departments
    • Support all other departments as and when required