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Head of Guest Experience

2 months ago

London, Greater London, United Kingdom The Ned Full time
Head of Guest Experience

At The Ned, we're seeking a seasoned professional to lead our Guest Experience Centre team. As the Head of Guest Experience, you'll be responsible for delivering exceptional service to our guests and members, driving bookings and revenue across all areas of The Ned.

Key Responsibilities:

  • Lead the Guest Experience Centre team to provide seamless communication and booking services to guests and members
  • Oversee reservation processes for Rooms, F&B, Spa, and Member Events, converting enquiries into bookings
  • Collaborate with senior Hotel, F&B, Spa, and membership teams to review set-ups and performance, offering guest/member feedback and suggestions to drive operational efficiency and improve the customer experience
  • Develop and implement strategies to achieve excellent KPIs in conversions, upselling, and guest feedback measures
  • Ensure internal and external systems are up-to-date with menus, opening hours, set-ups, hotel profiles, and special events
  • Provide reporting and data to other departments as needed
  • Support the set-up and coordination of ticketing and access to Member Events

Requirements:

  • Minimum 2 years of lead experience in a customer service-related role within the 5* luxury market
  • Positive leadership style and creative thinking
  • Strong relationship builder with excellent decision-making skills
  • Experience in understanding, delivering, and exceeding guest expectations
  • Excellent communication skills, both written and verbal
  • Comprehensive knowledge of Opera PMS (V5) and Open Table
  • Knowledge of Knowcross, Micros, Book4time also preferred

What We Offer:

  • Salary of up to £48,000/year inc service charge
  • Every house membership of Soho House
  • Enhanced parental leave, company sick pay, and pension
  • Complimentary meals in our friendly team restaurant, Neddy's, including monthly payday breakfast
  • Exciting learning and development programmes to help progress your career
  • Exclusive rates at The Ned for staying and eating for you, your family, and friends
  • Wellbeing and health benefits, including Wagestream and Benefit Bank
  • Your birthday off after a year of service and more holiday after five years
  • Paid volunteer day
  • Regular social events, including an annual pool party
  • Employee assistance programme - 24/7 advice and support
  • Reward and recognition initiatives

At The Ned, we're committed to being the best place to work, and we're dedicated to ensuring that we have a leading diversity, equity, and inclusion programme in place.

Please let us know of any specific needs you may have during your interview.

All candidates must be able to obtain a visa to live and work in the US to be considered for this role.