Guest Experience Team Lead

2 weeks ago

London, Greater London, United Kingdom The Ned Full time
Job DescriptionAbout The Role

As a Guest Experience Supervisor at The Ned, you will play a pivotal role in ensuring exceptional service to our guests and members. This position is a key part of our Guest Experience Centre, which provides support to all operational departments.

You will lead a team of guest experience agents, handling incoming calls and emails for reservations, rooms, member services, and spa. Your primary focus will be on setting up guests for an amazing visit, making recommendations, and upselling our services.

Main Responsibilities
  • Lead a team of guest experience agents, providing hands-on support and setting them up for success.
  • Handle guest requests and queries, ensuring a smooth experience.
  • Be a font of knowledge and enthusiasm for everything The Ned has to offer, making recommendations and upselling to future guests.
  • Supervise the daily operation, ensuring outstanding hospitality and knowledge within the team.
  • Model behaviours, provide coaching, feedback, and training where needed, as a junior member of the leadership team.
  • Work varied shifts, including early mornings and late evenings.
What We Offer
  • A competitive salary of up to £34,450 per year, including service charge.
  • Complimentary meals in our team restaurant, Neddy's, including monthly payday breakfast.
  • Exclusive rates at The Ned for staying and eating for you, your family, and friends.
  • Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping, and cinema discounts.
  • Your birthday off after one year of service and more holiday after five years of service.
  • Paid volunteer day.
  • Refer a friend scheme of up to £1,000.
  • Regular social events, including an annual pool party.
  • Employee assistance program - 24/7 advice and support.
  • Reward and recognition initiatives.
What We're Looking For
  • A bright personality with genuine warmth and a passion for outstanding hospitality.
  • Excellent verbal and written communication skills, as this role is almost exclusively on the phone and email.
  • A desire to progress, but not essential.

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