Head of Guest Experience

2 weeks ago

London, Greater London, United Kingdom The Ned Full time
Head of Guest Experience

At The Ned, we're seeking a seasoned professional to lead our Guest Experience Centre team. As the Head of Guest Experience, you'll be responsible for delivering exceptional service to our guests and members, driving bookings and revenue across all areas of The Ned.

Key Responsibilities:

  • Lead the Guest Experience Centre team to provide seamless communication and booking services to guests and members
  • Oversee reservation processes for Rooms, F&B, Spa, and Member Events, converting enquiries into bookings
  • Collaborate with senior teams to review set-ups and performance, offering guest feedback and suggestions to drive operational efficiency and improve the customer experience
  • Lead the department to achieve excellent KPIs in conversions, upselling, and guest feedback measures, providing regular data and action plans to stakeholders
  • Ensure internal and external systems are up-to-date with menus, opening hours, set-ups, hotel profiles, and special events
  • Provide reporting and data to other departments as needed
  • Support the set-up and coordination of ticketing and access to Member Events

Requirements:

  • Minimum 2 years' experience in a lead role in a customer service-related position within the 5* luxury market
  • Positive leadership style and creative thinking
  • Strong relationship builder with excellent decision-making skills
  • Experience in understanding, delivering, and exceeding guest expectations
  • Excellent communication skills, both written and verbal
  • Comprehensive knowledge of Opera PMS (V5) and Open Table
  • Knowledge of Knowcross, Micros, and Book4time is a plus

What We Offer:

  • Salary of up to 48,000/year, including service charge
  • Every house membership of Soho House
  • Enhanced parental leave, company sick pay, and pension
  • Complimentary meals in our team restaurant, Neddy's, including monthly payday breakfast
  • Exciting learning and development programs to help progress your career
  • Exclusive rates at The Ned for staying and eating for you, your family, and friends
  • Wellbeing and health benefits, including Wagestream and Benefit Bank
  • Your birthday off after a year of service and more holiday after five years
  • Paid volunteer day
  • Regular social events, including an annual pool party
  • Employee assistance program - 24/7 advice and support
  • Reward and recognition initiatives

The Ned is committed to being the best place to work, and we're dedicated to ensuring our diversity, equity, and inclusion program is leading the way. Please let us know of any specific needs you may have during your interview.

All candidates must be able to obtain a visa to live and work in the US to be considered for this role.

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