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Luxury Guest Experience Director

1 month ago

London, Greater London, United Kingdom Hilton Worldwide, Inc. Full time
Job Overview

We are seeking a highly skilled and experienced Luxury Guest Experience Director to lead our team at Conrad London St James. As a key member of our Front Office team, you will be responsible for delivering exceptional guest experiences that exceed our guests' expectations.

About the Role

The successful candidate will have previous experience of leading teams in a 5* hospitality environment, with excellent personal presentation and communication skills, both verbal and written. You will be responsible for managing the entire guest experience, from pre-arrival to post-departure, including in-room check-ins and tailored amenities.

Main Responsibilities
  • Lead the daily operations of the Guest Relations & Duty Manager team
  • Recruit, train, and manage a team responsible for the key aspects of the Guest Journey
  • Continually design and re-design the VIP guest experience and provide personal concierge services to all guests with your team
  • VIP Management: Categorise and oversee the service delivery for various VIP levels, ensuring each receives appropriate amenities and attention
  • Create a detailed, personalised VIP luxury experience journey for each guest, starting from the moment they book until after their departure
  • 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
  • Serve as the main point of contact for VIP guests and ensure all hotel departments are fully briefed on all Guest requirements both on arrival and during the guest stay
Requirements
  • An enthusiastic person with the right experience to lead a great team to new heights
  • Previous experience of leading teams in a 5* hospitality environment is essential to the role
  • Excellent personal presentation and communication skills, both verbal and written
Location

Conrad London St James Hotel, London SW1H 0BH

Salary

£40,000 - £60,000 per annum (dependent on experience)