Guest Experience Manager

2 months ago

London, Greater London, United Kingdom Hilton Worldwide, Inc. Full time
About the Role

We are seeking a highly skilled and experienced 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 leading and overseeing the Guest Relations Team, Duty Managers, and Personal Concierge Services to ensure the highest level of personalized service for all guests.

Key Responsibilities
  • Lead the Guest Relations Team: Recruit, train, and manage a team that is responsible for the key aspects of the Guest Journey.
  • Coordinate Guest Experience: Continuously design and re-design the VIP guest experience and provide personal concierge services to all guests with your team.
  • VIP Management: Categorize and oversee the service delivery for various VIP levels, ensuring each receives appropriate amenities and attention.
  • Develop Luxury Services: Create a detailed, personalized VIP luxury experience journey for each guest, starting from the moment they book until after their departure.
  • Collaborate with Sales and Marketing: Identify VIP guests and work with the Sales and Marketing team to ensure seamless service delivery.
  • Manage Budgets and Resources: Agree budgets and manage and allocate resources effectively, ensuring cost-efficient delivery of luxury services.
  • Monitor and Improve Services: Daily checks of VIP services, VIP guests' rooms and amenities for consistency and quality; address guest feedback and complaints promptly.
  • Build Relationships with Repeat Guests: Build strong relationships with repeat VIPs and ensure their preferences are consistently met.
  • Upsell and Generate Revenue: Always look for ways to upsell the different areas in the hotel and generate overall revenue.
  • Final Responsibility: Have final responsibility over VIP room assignments and preparations, including final rooms checks prior to arrival.
  • Staffing and Training: Monitor staffing levels to meet business demands and ensure the team is properly trained to deliver exceptional service.
  • Compliance and Safety: Ensure the team complies with Hotel security, fire regulations, and all health and safety legislation training.
  • Team Culture and Morale: Establish an upbeat vibe within the workplace and maintain an excellent level of positivism to ensure a good work climate.
  • Communication and Feedback: Participate in the induction and training of new staff members, promoting the importance of hotel's luxury service standards and compliance to them.
  • Brand Representation: 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.
  • Online Presence: Use online platforms for enhancing real-time communication with guests, address their needs promptly, and ensure exceptional guest experiences throughout their stay.
  • Review and Feedback: Actively monitor online reviews, respond to guest feedback, and implement strategies to uphold and enhance the hotel's brand reputation.
  • Guest Services and Support: 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.
  • Availability and Flexibility: 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.
  • Coverage and Support: Cover Duty Manager shifts as required and execute Health and Safety procedures as required.
Requirements
  • Leadership Experience: Previous experience of leading teams in a 5* hospitality environment is essential to the role.
  • Excellent Communication Skills: Excellent personal presentation and communication skills, both verbal and written.
  • Knowledge of ONQ Property Management System: Knowledge of ONQ Property Management System is good to have but not essential.
  • Education and Qualifications: A degree in hospitality management or equivalent is helpful but not essential.
Travel and Location

The hotel is located in the heart of Westminster, with excellent transport links to the rest of London.

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