VIP Guest Experience Specialist

4 weeks ago

North West London, United Kingdom Nobu Hotel London, Portman Square Full time
Job Description

We are seeking a highly skilled VIP Guest Experience Specialist to join our team at Nobu Hotel London Portman Square. The ideal candidate will have a proven track record in delivering exceptional guest experiences in a luxury hospitality setting.

Main Responsibilities:
  • Manage and oversee the entire VIP guest journey from post reservation to check-in through to departure, ensuring a seamless and personalized experience for our esteemed guests.
  • Review and forecast the incoming VIP guests on a daily basis to assign appropriate rooms according to preferences and needs, establish rapport before arrival, and personalize the itinerary and amenities.
  • Create a bespoke check-in experience for VIP guests to ensure discretion and privacy if necessary, setting the tone for an unforgettable stay with us.
  • Identify opportunities for improvement and develop the appropriate action plan to implement guest relations strategies with the Front of House Manager & Director of Rooms, further enhancing the guest experience.
  • Ensure the Front of House Team and the wider hotel team are aware and briefed on all VIPs due, guaranteeing a unified approach to delivering exceptional service.
  • To be the key point of contact for any VIP guest staying with us, building a strong positive and ongoing relationship that exceeds expectations.
  • Manage, inspire, and provide direction to all employees on the floor during shifts and during events, fostering a culture of excellence and teamwork.
  • Be forward-thinking and innovative in ways of working and best practice, driving continuous improvement and excellence in guest experience.
  • Offer strong leadership, mentoring, and guidance to your team, empowering them to deliver exceptional results and exceed guest expectations.
  • To be an ambassador for Nobu and a strong leader who embodies our values and commitment to our teams, setting the standard for excellence in guest experience.
Requirements:
  • Leadership experience in a Guest Experience or Guest Relations Manager role, with a strong track record of delivering exceptional results.
  • Luxury hospitality experience with a deep understanding of the industry and its nuances.
  • Strong understanding of OPERA or similar reservation systems, with the ability to effectively utilize technology to drive guest experience.

Benefits of joining our team: We offer a range of benefits, including a £1000 Refer a Friend Scheme, 2 hotel-wide social events a year, discounted overnight stays across Nobu properties Worldwide, and more. Our team is passionate about delivering exceptional results and exceeding guest expectations, and we are committed to supporting our team members in their careers and personal growth.

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