Director of Guest Experience

2 months ago

London, Greater London, United Kingdom Accor Full time

About Fairmont Hotels & Resorts

Fairmont Hotels & Resorts is a renowned leader in the hospitality industry, known for its commitment to exceptional service and luxurious accommodations. With a rich history dating back to 1907, Fairmont has established itself as a global icon, offering unforgettable experiences to discerning travelers worldwide.

Job Description: Director of Guest Experience - Rooms Division

As a key member of the leadership team at The Savoy, a Fairmont Managed Hotel, you will play a pivotal role in ensuring the delivery of unparalleled guest experiences. Your primary responsibility will be to oversee the performance of the Rooms Division, encompassing Front Office, Concierge, Butlers, Housekeeping, Florist, and Beauty & Fitness.

Your Responsibilities:
  • Lead and inspire a high-performing team of dedicated professionals, fostering a culture of excellence and continuous improvement.
  • Develop and implement strategies to enhance the guest experience, ensuring that every interaction exceeds expectations.
  • Collaborate closely with department heads to ensure seamless operations and a cohesive guest journey.
  • Analyze guest feedback and address any concerns promptly and effectively.
  • Manage budgets, forecasts, and financial performance of the Rooms Division, driving profitability and operational efficiency.
  • Stay abreast of industry trends and best practices to maintain The Savoy's position as a leading luxury hotel.
Your Qualifications:
  • Proven experience in managing a large-scale Rooms Division within a luxury hotel environment.
  • Exceptional leadership and interpersonal skills, with a passion for guest satisfaction.
  • Strong financial acumen and analytical abilities.
  • A commitment to delivering exceptional service and exceeding guest expectations.

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