Guest Experience Manager

Job Description - Guest Experience Manager (HOT0AXL5)

Work Locations

Conrad London St. James Hotel
22-28 Broadway
London SW1H 0BH

WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE.

Conrad London St James is one of Hilton’s three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10% in the world.

A World of Rewards:

• A global travel program for team members
• Uniforms
• Meals whilst on duty
• To be part of a fabulous team

The hotel located in the heart of Westminster, as well as 256 beautifully appointed bedrooms our outlets within the hotel offer its teams the opportunity to join exciting food and drink concepts, with the standards and luxury service Conrad is famous for. Supported by celebrity chef Sally Abe, they consist of:

• The Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub
• The Hedgerow, the hotel’s first cocktail bar, which takes inspiration from the beauty of the traditional British countryside
• The Pem, a glamorous and elegant restaurant in the centre of the hotel showcasing classic British cuisine using modern techniques
• The Orchard, for afternoon teas and lighter meals
• The Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service.
• Seven Meetings & Events Spaces, perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James.

What will I be doing?

The Guest Experience Manager at Conrad London St James is responsible for leading and overseeing the Guest Relations Team, Duty Managers and Personal Concierge Services, ensuring the highest level of personalised service for all guests. This role involves managing the entire guest experience, from pre-arrival to post-departure, including in-room check-ins and tailored amenities. The role involves coordinating with all hotel departments to exceed guest expectations and maintain the highest standards of service throughout their stay.

• Reporting to 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 on 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, coordinate 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 for establishing an upbeat vibe within the workplace and maintaining an excellent level of positivism to ensure a good work climate.
• Responsible for 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 proactive approach to guest services to avoid problems from re-occurring.
• Support all other departments as and when.

What are we looking for?

• An enthusiastic person with the right experience to lead a great team to new heights.
• Previous experience of leading teams in a 5* hospitality environment is essential to the role.
• Excellent personal presentation and communication skills, both verbal and written.
• Knowledge of ONQ Property Management System is good to have but not essential.
• A degree in hospitality management or equivalent is helpful but not essential.

Travel:

• St James Park Tube Station – District & Circle Line – across the road
• Westminster Tube Station – Jubilee Line (4 Mins Walk)
• Victoria Station (8 Mins Walk)
• Waterloo Station (10 Mins Walk)

Job

Guest Services, Operations, and Front Office