Guest Experience Director

2 weeks ago


London, Greater London, United Kingdom Imperial London Hotels Ltd Full time
About This Opportunity:

Role Description

This is an exciting opportunity to join Imperial London Hotels Ltd as a Reception Manager at our flagship hotel, the Royal National Hotel. As a key member of the Front Office Management team, you will be responsible for delivering exceptional guest experiences and ensuring high-quality service standards across all services and facilities within the Front Office department.

Key Responsibilities

  • Work closely with the Front Office Management team to achieve quality of service and delivery targets.
  • Handle guest complaints in a professional and timely manner, ensuring suitable solutions are reached to satisfy our guests.
  • Develop and implement strategies to improve service quality and delivery standards.
  • Manage the front desk team, ensuring they provide a professional and friendly service to customers.
  • Recruit, onboard, and develop Reception and front-of-house team members.

Requirements

To succeed in this role, you should have:

  • Previous experience in a similar Front Office leadership position.
  • A strong passion for hospitality and a commitment to delivering exceptional guest experiences.
  • Commercially focused, with experience in revenue management and budgeting.
  • Excellent communication and interpersonal skills.
  • Natural leadership abilities, with a focus on developing and motivating teams.
  • Familiarity with Microsoft and Opera reservation systems.

Benefits

We offer a competitive salary of £31,113.44, plus a comprehensive benefits package, including 28 days' holiday, free meals on duty, uniform and dry-cleaning, and many more.

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