Luxury Guest Experience Manager

4 weeks ago

London, Greater London, United Kingdom Conrad Hotels & Resorts Full time
Conrad London St James: A Luxury Hotel Experience

Conrad London St James is a renowned luxury hotel brand that offers a unique and personalised service experience to its guests. As a Conrad London St James Ambassador, you will be responsible for leading and overseeing the Guest Relations Team, Duty Managers, and Personal Concierge Services to ensure the highest level of service for all guests.

Key Responsibilities:
  • Manage the entire guest experience, from pre-arrival to post-departure, including in-room check-ins and tailored amenities.
  • Coordinate with all hotel departments to exceed guest expectations and maintain the highest standards of service throughout their stay.
  • Continuously design and re-design the VIP guest experience and provide personal concierge services to all guests with your team.
  • Oversee the service delivery for various VIP levels, ensuring each receives appropriate amenities and attention.
  • Agree budgets and manage and allocate resources effectively, ensuring cost-efficient delivery of luxury services.
  • Daily checks of VIP services, VIP guests' rooms and amenities for consistency and quality; address guest feedback and complaints promptly.
  • Ensure the Team projects a professional manner with an emphasis on hospitality and Guest service.
  • Participates in the induction and training of new staff members, promoting the importance of hotel's luxury service standards.
  • Show passion for the image of Conrad London St James and work with the marketing team to portray the guest experience on social media.
  • Use online platforms for enhancing real-time communication with guests, address their needs promptly and ensure exceptional guest experiences throughout their stay.
  • Actively monitor online reviews, respond to guest feedback, and implement strategies to uphold and enhance the hotel's brand reputation.
  • Maintain a visible presence in the lobby as a journey ambassador, enhancing guest services.
  • Cover Duty Manager shifts as required.
  • Execute Health and Safety procedures as required and ensure adherence to Hilton's policies and regulations through regular inspections.
  • Quickly address and resolve any operational issues or emergencies during your shift.
  • Take ownership of a proactive approach to guest services to avoid problems from re-occurring.
  • Support all other departments as and when needed.
Requirements:
  • A degree in hospitality management or equivalent is helpful but not essential.
  • Knowledge of ONQ Property Management System is good to have but not essential.

Travel: Opportunities to travel and experience the Conrad Hotels & Resorts brand firsthand.

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