Head of Guest Experience

1 week ago

London EC, Central London, United Kingdom Circles Full time

JOB OVERVIEW

The Head of Guest Experience role encompasses driving operational excellence, leading and developing high-performing teams, and fostering a culture of continuous improvement to ensure guests consistently receive outstanding service. The successful candidate will collaborate closely with stakeholders across departments to ensure seamless integration of guest-focused initiatives and maintain high standards of quality and consistency.

KEY RESPONSIBILITIES

  • Guest Experience Strategy: Developing and implementing innovative strategies to enhance the overall guest journey.
  • Team Leadership: Leading, mentoring, and motivating teams to deliver best-in-class service.
  • Performance Monitoring: Establishing metrics and KPIs to measure success and identify areas for improvement.
  • Stakeholder Engagement: Collaborating with internal and external stakeholders to align guest experience with broader organisational goals.
  • Problem Resolution: Acting as the escalation point for guest concerns and ensuring timely, effective resolutions.
  • Insights and Innovation: Leveraging guest feedback, market trends, and industry best practices to continually improve services.

REQUIRED QUALIFICATIONS

  • Degree level or equivalent experience in Hospitality Management, Business Management or Equivalent
  • At least 5 years of experience in a similar role in hotel management or corporate guest experience
  • Exceptional interpersonal, communication, and analytical skills
  • Highly social, motivated, and pro-active; acting with professionalism and positivity in all interactions with strong executive presence, confidence, poise, perseverance, and ability to develop relationships with and influence a variety of partners.

WHAT WE CAN OFFER

As well as a competitive salary, we have the following employee benefits:

  • 25 days holiday + bank holidays
  • Have your birthday day off
  • Employee assistance programme
  • Cycle to work scheme
  • Gym membership discounts
  • Holiday purchase programme
  • Long service awards
  • Death in service x 3 salary
  • Retailer discounts of up to 20%
  • Scholarship scheme

THE TEAM

As a team we focus on delivering exceptional service, improving the user experience, and having a positive impact on the lives of our members, regardless of role and position. We are a dynamic and passionate team who are driven by service delivery, and all share the same vision of being amazing at what we do.

WHAT WE DO

Circles UK & Ireland are the global leader in designing and delivering employee engagement & workplace experience services for over 3 million customers annually. We combine our global insights with local knowledge, providing a bespoke experience whether you are in Paddington or Paris

WHO ARE WE?

Circles is the leader in designing, implementing, and executing customised employee engagement solutions. Our ability to deliver effective and measurable results for our clients is what drives us to be better, every day.

EQUAL OPPORTUNITY EMPLOYER

Circles UK Ltd values equality of opportunity for all. We are committed to applying our Equality, Diversity and InclusionPolicyat all stages ofrecruitmentand selection. We carry out shortlisting, interviewing and selection without regard to an applicant's age, disability, gender reassignment, marriage/civil partnership, pregnancy, maternity, race, religion or belief, sex or sexual orientation or trade union membership.

We celebrate diversity and are committed to creating an inclusive environment.

WHAT ARE YOU WAITING FOR?

If this sounds like you, we want to hear from you Simply send us your CV with a cover letter if youre interested in applying for the role and joining our team.


AMRT1_UKCT

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