Frontline Guest Experience Coordinator

3 weeks ago


London, Greater London, United Kingdom The Ned Full time

Guest Experience Supervisor Role

The Guest Experience Supervisor plays a pivotal part in ensuring exceptional service to guests and members at The Ned. As a supervisor of a key team, you will drive bookings and revenue in all areas of the hotel, influencing amazing guest experiences from pre-arrival to post-departure.

This role involves leading a team of guest experience agents who handle incoming calls and emails for reservations, restaurants, rooms, member services, and spa. You will be responsible for supervising daily operations, setting the team up for success, and providing hands-on support.

About The Ned

The Ned and Ned's Club are a global collection of hotels, clubs, spas, and restaurants designed for like-minded individuals to meet, work, and have a good time. As a Guest Experience Supervisor, you will report directly into the Guest Experience management team.

Key Responsibilities

  1. Lead a team of guest experience agents to deliver exceptional service to guests and members.
  2. Supervise daily operations, ensuring the team is set up for success and providing hands-on support as needed.
  3. As a junior member of the leadership team, you will be a guardian of outstanding hospitality and knowledge within your team, modelling behaviours and providing coaching, feedback, and training where needed.
  4. Shifts may vary, starting as early as 7am and finishing as late as 11pm.

What We Offer

  1. A salary of up to £34,450 per year, including service charge.
  2. Complimentary meals in our friendly team restaurant, Neddy's, including monthly payday breakfast.
  3. Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping, and cinema discounts.
  4. Your birthday off, after a year of service, and more holiday after five years of service.
  5. A refer a friend scheme of up to £1,000.
  6. Regular social events, including an annual pool party.
  7. An employee assistance program – 24/7 advice and support.
  8. This role is almost exclusively on the phone and email, so excellent verbal and written communication is non-negotiable.
  9. Ideally, this role would be a stepping stone into a future management career, so a desire to progress is welcome but not essential.

The Ned is committed to being the best place to work and ensuring that we have a leading diversity, equity, and inclusion programme is central to making that vision a reality.



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