Guest Experience Manager
at Hilton
London SW1H, England, United Kingdom -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 09 Feb, 2025 | Not Specified | 10 Nov, 2024 | N/A | Front Office,Vip Management,Professional Manner,Amenities,Online Platforms,Adherence,Concierge Services,Training,Vip Services,Ownership,Daily Operations,Regulations,Operations,Social Media,Service Standards,Service Delivery | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
Responsibilities:
- Reporting the Assistant Front of House Manager, you will recruit, train, and manage a team that is responsible for the key aspects of the Guest Journey.
- Lead the daily operations of the Guest Relations & Duty Manager team
- You will continually design and re-design the VIP guest experience and provide personal concierge services to all guests with your team.
- VIP Management: Categorise and oversee the service delivery for various VIP levels, ensuring each receives appropriate amenities and attention.
- Continuously design and develop the fitness room experience.
- Create a detailed, personalized VIP luxury experience journey for each guest, starting from the moment they book until after their departure. This includes pre-stay communication, giving emphasis in tailored welcome arrival arrangements and amenities, room selection, ongoing communication during their stay, and post-departure follow-up to drive loyalty, all while maximising the use of the Engage platform.
- Lead daily meetings to align staff on VIP arrivals, needs, and departures; collaborate with Sales and Marketing to identify VIP guests. Additionally, between departments, focusing on coordinating between Front Office, Concierge, Housekeeping, Room Service, Main Kitchen and Executive Office.
- Agree budgets and manage and allocate resources effectively, ensuring cost-efficient delivery of luxury services.
- Daily checks of VIP services, VIP guests’ rooms and amenities for consistency and quality; address guest feedback and complaints promptly.
- Build strong relationships with repeat VIPs and ensure their preferences are consistently met.
- Always look for ways to upsell the different areas in the hotel and generate overall revenue.
- Have final responsibility over VIP room assignments and preparations including final rooms checks prior to arrival.
- Monitor staffing levels to meet cover business demands
- Serve as the main point of contact for VIP guests and ensure all hotel departments are fully briefed on all Guest requirements both on arrival and during the guest stay.
- Ensure the Team projects a professional manner with an emphasis on hospitality and Guest service
- Ensure the Team complies with Hotel security, fire regulations and all health and safety legislation training
- Responsible of establishing an upbeat vibe within the work place and maintaining an excellent level of positivism to ensure a good work climate.
- Responsible of transmitting all information regarding events, key celebration days and activities that affect the operation of the hotel to your team.
- Participates in the induction and training of new staff members, promoting the importance of hotel’s luxury service standards and compliance to them.
- 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
- Will be using online platforms for enhancing the real-time communication with guests, address their needs promptly and ensure exceptional guest experiences throughout their stay.
- Including actively monitoring online reviews, responding to guest feedback, and implementing strategies to uphold and enhance the hotel’s brand reputation
- 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.
- 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
- Cover Duty Manager shifts as required.
- Execute Health and Safety procedures as required (e.g., fire drills, food safety investigations) and ensure adherence to Hilton’s policies and regulations through regular inspections to maintain high standards.
- Quickly address and resolve any operational issues or emergencies during your shift, making effective decisions to minimise disruptions to guests and operations.
- Take ownership of pro active approach to guest services to avoid problems from re-occurring.
- Support all other departments as and whe
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Hospitality
Hotels / Restaurants
Hospitality
Graduate
Hospitality, Management
Proficient
1
London SW1H, United Kingdom
