Guest Experience Manager

1 month ago

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

At Conrad London St. James, we are seeking a highly skilled Guest Experience Manager to lead our team in delivering exceptional service to our valued guests. As a key member of our Front Office team, you will be responsible for overseeing the entire guest experience, from pre-arrival to post-departure, ensuring that every guest feels welcome and valued.

Key Responsibilities:
  • Lead and manage the Guest Relations Team, Duty Managers, and Personal Concierge Services to deliver personalized service to all guests.
  • Coordinate with all hotel departments to exceed guest expectations and maintain the highest standards of service throughout their stay.
  • Design and implement tailored guest experiences, including pre-stay communication, welcome arrangements, and amenities.
  • Manage VIP guest relationships, ensuring each receives appropriate amenities and attention.
  • Develop and maintain a deep understanding of our guests' needs and preferences to deliver exceptional service.
  • Collaborate with Sales and Marketing to identify VIP guests and develop targeted strategies to enhance their experience.
  • Agree budgets and manage resources effectively to ensure cost-efficient delivery of luxury services.
  • Monitor staffing levels to meet business demands and ensure seamless service delivery.
  • Serve as the main point of contact for VIP guests and ensure all hotel departments are fully briefed on their requirements.
  • Ensure the team projects a professional manner with an emphasis on hospitality and guest service.
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, and Victoria Station, our hotel offers easy access to London's major transportation hubs.

Schedule:

Full-time

Brand: Conrad Hotels & Resorts

Job:

Guest Services, Operations, and Front Office

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