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Guest Operations Director
2 months ago
As a key member of the leadership team at The Savoy Hotel in London, you will be responsible for delivering exceptional guest services and driving service enhancements. Your primary goal will be to build a high-performance culture within the Rooms Division, ensuring that all colleagues are empowered to deliver our Savoy service standards.
Key Responsibilities- Oversee the performance of the Rooms Division, including Front Office, Concierge, Butlers, Housekeeping, Florist, and Beauty & Fitness.
- Drive a high-performance culture by setting clear expectations, empowering your team, and holding them accountable for delivering our Savoy service standards.
- Lead the performance of the Rooms Division team, focusing on colleague training and development, problem resolution, coaching, succession planning, and holding teams accountable for delivering the Savoy service standards.
- Analyse guest feedback, address all quality concerns, and ensure effective follow-up.
- Responsible for interviewing, training, and development of all employees to effective resourcing and talent management.
- Assure that financial goals of the division and the hotel are being met.
- Work closely with Reservations, Sales, and the Front Office to maximize rate, occupancy, and total revenue.
- Assist in preparing business forecasts.
- Develop relationships with return guests, group contacts, and other guests to provide personalized service.
- Network within our industry, keeping up to date with future trends.
- A charismatic leader with excellent emotional intelligence and ability to influence others.
- Excellent change management skills.
- Hospitality and/or business degree/diploma an asset.
- Proven effective coaching skills and ability to develop others.
- Highly organised, meticulous attention to detail, planning, and results-oriented.
- Good analytical skills, with the ability to creatively problem solve and operate nimbly in a changing business environment.
- Competitive salary and benefits, including pension and life assurance.
- 31 days of holiday, including public holidays (increasing to 33 days after 5 years).
- Special rates for Savoy colleagues and their friends & family, and discount across Accor hotels worldwide.
- Fantastic colleague rates in Fairmont and Raffles hotels worldwide, including friends & family.
- Free stay at The Savoy after successful completion of probation.
- 50% discount at our iconic American & Beaufort Bars.
- 50% discount at our world-famous Afternoon Tea.
- 50% discount at our spa and florist.
- 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill.
- 20% discount at Gordon Ramsay restaurants outside the hotel.
- Laundry services & dry cleaning for uniformed and non-uniformed colleagues.
- Colleague gym facility and Virgin Active gym membership discount.
- Employee assistance programme.
- English language classes.
- Colleague restaurant.
- Local F&B, retail, and gym discounts.
- Cycle to work scheme.
