Luxury Guest Experience Manager

1 month ago

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

Luxury Guest Experience Manager

Job Summary:

We are seeking a highly skilled and experienced Luxury Guest Experience Manager to join 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, ensuring seamless interactions, and exceeding expectations.

Key Responsibilities:
  • Lead the Guest Relations Team, Duty Managers, and Personal Concierge Services to provide personalized service to all guests.
  • Manage the entire guest experience, from pre-arrival to post-departure, including in-room check-ins and tailored amenities.
  • Coordinate with all hotel departments to exceed guest expectations and maintain the highest standards of service throughout their stay.
  • Recruit, train, and manage a team responsible for the key aspects of the Guest Journey.
  • Design and re-design the VIP guest experience and provide personal concierge services to all guests with your team.
  • Oversee the service delivery for various VIP levels, ensuring each receives appropriate amenities and attention.
  • Create a detailed, personalized VIP luxury experience journey for each guest, starting from the moment they book until after their departure.
  • Lead daily meetings to align staff on VIP arrivals, needs, and departures; collaborate with Sales and Marketing to identify VIP guests.
  • 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.
  • Build strong relationships with repeat VIPs and ensure their preferences are consistently met.
  • Always look for ways to upsell the different areas in the hotel and generate overall revenue.
  • Have final responsibility over VIP room assignments and preparations including final rooms checks prior to arrival.
  • Monitor staffing levels to meet cover business demands.
  • 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.
  • Ensure the Team projects a professional manner with an emphasis on hospitality and Guest service.
  • Ensure the Team complies with Hotel security, fire regulations and all health and safety legislation training.
  • Responsible for establishing an upbeat vibe within the workplace and maintaining an excellent level of positivism to ensure a good work climate.
  • Responsible for transmitting all information regarding events, key celebration days and activities that affect the operation of the hotel to your team.
  • Participates in the induction and training of new staff members, promoting the importance of hotel's luxury service standards and compliance to them.
  • Show passion about the image of Conrad London St James and work with the marketing team to portray the guest experience out on social media.
  • Will be using online platforms for enhancing the real-time communication with guests, address their needs promptly and ensure exceptional guest experiences throughout their stay.
  • Including actively monitoring online reviews, responding to guest feedback, and implementing strategies to uphold and enhance the hotel's brand reputation.
  • Maintain a visible presence in the lobby as a journey ambassador, enhancing guest services. Ensure key times are spent in the executive lounge to engage with guests.
  • Expected to work any 5 days out of 7 at varied times to capture the peak hours and be available for key VIP arrivals and departures.
  • Cover Duty Manager shifts as required.
  • Execute Health and Safety procedures as required (e.g., fire drills, food safety investigations) and ensure adherence to Hilton's policies and regulations through regular inspections to maintain high standards.
  • Quickly address and resolve any operational issues or emergencies during your shift, making effective decisions to minimise disruptions to guests and operations.
  • Take ownership of proactive approach to guest services to avoid problems from re-occurring.
  • Support all other departments as and when.
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.
  • 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:
  • St James Park Tube Station – District & Circle Line – across the road
  • Westminster Tube Station – Jubilee Line (4 Mins Walk)
  • Victoria Station (8 Mins Walk)
  • Waterloo Station (10 Mins Walk)

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