Guest Operations Director

1 month ago

London, Greater London, United Kingdom The Savoy, London Full time
Director of Rooms Operations

As a key member of the leadership team at The Savoy Hotel in London, you will be responsible for delivering exceptional guest services and driving service enhancements. Your primary goal will be to ensure the Rooms Division operates at the highest level, consistently meeting and exceeding guest expectations.

Key Responsibilities
  • Oversee the performance of the Rooms Division, including Front Office, Concierge, Butlers, Housekeeping, Florist, and Beauty & Fitness.
  • Drive a high-performance culture, setting clear expectations, empowering your team, and holding them accountable for delivering exceptional guest services.
  • Lead the performance of the Rooms Division team, focusing on colleague training and development, problem resolution, coaching, succession planning, and talent management.
  • Analyze guest feedback, address quality concerns, and ensure effective follow-up.
  • Responsible for interviewing, training, and development of all employees to effective resourcing and talent management.
  • Assure that financial goals of the division and the hotel are being met.
  • Work closely with Reservations, Sales, and the Front Office to maximize rate, occupancy, and total revenue.
  • Assist in preparing business forecasts.
Requirements
  • A charismatic leader with excellent emotional intelligence and ability to influence others.
  • Excellent change management skills.
  • Hospitality and/or business degree/diploma an asset.
  • Proven effective coaching skills and ability to develop others.
  • Highly organized, meticulous attention to detail, planning, and results-oriented.
  • Good analytical skills, with the ability to creatively problem solve and operate nimbly in a changing business environment.
What We Offer
  • Competitive salary and benefits, including pension and life assurance.
  • 31 days of holiday, including public holidays (increasing to 33 days after 5 years).
  • Special rates for Savoy colleagues and their friends & family, and discounts across Accor hotels worldwide.
  • Fantastic colleague rates in Fairmont and Raffles hotels worldwide, including friends & family.
  • Free stay at The Savoy after successful completion of probation.
  • 50% discount at our iconic American & Beaufort Bars.
  • 50% discount at our world-famous Afternoon Tea.
  • 50% discount at our spa and florist.
  • 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill.
  • 20% discount at Gordon Ramsay restaurants outside the hotel.
  • Laundry services & dry cleaning for uniformed and non-uniformed colleagues.
  • Colleague gym facility and Virgin Active gym membership discount.
  • Employee assistance programme.
  • English language classes.
  • Colleague restaurant.
  • Local F&B, retail, and gym discounts.
  • Cycle to work scheme.

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