ADDITIONAL INFORMATION

Job Number25112913
Job CategoryRooms & Guest Services Operations
LocationSt. Pancras London Autograph Collection, Euston Road, London, United Kingdom, United Kingdom, NW1 2AR
ScheduleFull Time
Located Remotely?N
Position Type Management

POSITION SUMMARY:

The Head of Guest Experience is responsible for the experience of all hotel guests through the planning, communication and delivery of the highest levels of hospitality and service. The Head of Guest Experience is accountable for two areas; the Guest Experience department and Guest Services team.
Responsibilities: Here’s what your journey with us entails

Guest Satisfaction:

• Is a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction. Effectively responds to and handles guest problems and complaints.
• Records guest issues in the guest response tracking system. Tracks all guest issues from various sources and reports results. Identify trends for resolution.
• Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Leads GXP Empower, for the wider hotel, ensuring all departments are recording issues and complaints.

Guest Services / Guest Experience Management:

• Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
• Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business centre services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
• Contacts appropriate individuals outside the hotel or department associates as necessary to meet guest requests.
• Manages the Brands Navigator program ensuring all standards in this are met.
• As a key member of the hotels front of house team ensures five star service is delivered throughout all areas of responsibility by ensuring team members use initiative and a proactive approach to ensure that the hotel always gives our guests unique and fabulous options to make the most of their time and their visit, thus making guest experiences in the hotel unique.

QUALIFICATIONS/SKILLS:

• Minimum of 2 years of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.
• Strong attention to detail and understanding of quality management systems, standards, and procedures with a passion for delivering excellence in customer service.
• Exceptional interpersonal, organisational and communication skills with the ability to interact effectively at all levels.
• Effective decision making skills
• Strong problem-solving skills
• Ability to handle high pressure situations in a calm and efficient manner.

Please refer the Job description for details