Luxury Guest Experience Manager

2 days ago

London, Greater London, United Kingdom Hilton Worldwide, Inc. Full time
Job Title:

Luxury Guest Experience Manager

Job Summary:

We are seeking a highly skilled and experienced Luxury Guest Experience Manager to join our team at Conrad London St. James. As a key member of our Front Office team, you will be responsible for leading and overseeing the Guest Relations Team, Duty Managers, and Personal Concierge Services to deliver exceptional personalized service to our guests.

Key Responsibilities:
  • Lead the daily operations of the Guest Relations & Duty Manager team to ensure seamless guest experiences.
  • Design and develop personalized VIP luxury experiences for each guest, from pre-arrival to post-departure, including tailored welcome arrangements and amenities.
  • Manage and allocate resources effectively to deliver cost-efficient luxury services while maintaining high standards.
  • Build strong relationships with repeat VIPs and ensure their preferences are consistently met.
  • Monitor staffing levels to meet business demands and ensure the team is equipped to deliver exceptional service.
  • Collaborate with Sales and Marketing to identify VIP guests and coordinate with Front Office, Concierge, Housekeeping, Room Service, Main Kitchen, and Executive Office to deliver exceptional guest experiences.
  • Address guest feedback and complaints promptly and take ownership of proactive approaches to guest services to avoid problems from re-occurring.
  • Support all other departments as needed and maintain a visible presence in the lobby as a journey ambassador to enhance guest services.
Requirements:
  • Previous experience of leading teams in a 5* hospitality environment is essential.
  • Excellent personal presentation and communication skills, both verbal and written.
  • Knowledge of ONQ Property Management System is good to have but not essential.
  • A degree in hospitality management or equivalent is helpful but not essential.
Travel:

Conveniently located near St James Park Tube Station, Westminster Tube Station, Victoria Station, and Waterloo Station, making it easy to get to and from work.

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