Luxury Hotel Guest Service Director
3 weeks ago
Conrad London St James is a luxury hotel brand that embodies the spirit of personalized service. As part of Hilton's three global luxury brands, we strive to deliver exceptional experiences to our guests. Our hotel is renowned for its excellent service and is ranked among the top 5% of hotels in London and the top 10% in the world.
Job Summary
We're looking for a motivated and experienced Customer Experience and Complaints Manager to join our team. The successful candidate will be responsible for delivering exceptional guest experiences, managing guest complaints, and maintaining a high level of customer service.
Responsibilities
As a Customer Experience and Complaints Manager, you will meet, greet, and direct guests, serve as the main point of contact for VIP guests, and seek feedback to address guest queries. You will also be responsible for managing, recording, and resolving guest complaints, ensuring a high level of customer service is consistently delivered.
Requirements
To succeed in this role, you'll need proven experience in a customer-facing position, excellent leadership and communication skills, and the ability to work effectively under pressure. Previous experience in a similar role, a passion for delivering exceptional guest service, and strong IT skills are highly desirable.
Benefits
The successful candidate can expect a competitive salary of £32,500 plus incentives from upsell opportunities. In addition to a competitive salary, you will enjoy a range of benefits, including a global travel program for team members, uniforms, meals while on duty, and the chance to be part of a dynamic team.
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