Guest Experience Manager

About the role

As our Guest Experience Duty Manager, you will be the key role overseeing the daily running of the Village, to ensure a seamless and stress-free end-to-end experience while working closely with all departments. You will work in a small team on a shift basis which will include weekends and bank holidays, ensuring all facilities are fit for purpose and all staff are compliant with the standards and behaviours commensurate with the luxury shopping experience at the Village. By working within the framework of safety & security, and supporting initiatives to drive footfall and sales, you will ensure the guest experience remains the key element as the global flagship of the business.

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Key responsibilities

The key responsibilities of this role will include some or all the following.

• Provide direction to a team of concierge/hosts to deliver a warm, hospitable and guest-centric environment throughout the Village
• Ensure preparations for daily operational activities are in place and implemented in a collaborative manner across the Village by working alongside other key departments including Retail, Marketing, Operations, Retail Development, International Markets, B2B Partnerships and Development team
• Ensure the team are available to resolve any guest issue and/or service recovery
• Ensure key guest facilities, including the Concierge Services, Le Salon, Valet Parking, In Village kiosks, Hands Free Shopping and Bus Drop Off Area, are operating to plan and undertake corrective action where required
• Ensuring excellence for guest experience & service, cleaning standards, staff grooming & presentation, guest & staff interaction, staff courtesy, the ambience of the Village, etc.
• Manage business partner teams to agreed standards, ensuring compliance with KPIs for key functions, including, valet and bus services
• Liaise with key service providers such as Coach/Bus operators in order to ensure key surface access operators are aligned with the Village's plans and service standards and take lead in instigating contingency plans or service recovery where required
• Work closely with The Apartment team to ensure Private Clients receive the highest level of service that all the interactions and transactions are seamless by assisting in cross-departmental collaboration
• Personally greet any assigned/identified Private Clients on arrival, and on departure where possible
• In line with the Retail Team, work closely with brand partners on a daily basis to ensure their facilities and plans are aligned with those for the Village, provide their staff with direction on hospitality standards and ensure they are in the informed with any issues which may affect footfall/sales guest satisfaction
• Undertake regular daily inspections of all facilities, noting any corrective actions and ensure that all facilities are clean and in good condition at all times working collaboratively with the Operations team
• Liaise with Facilities team on any facilities management related issues
• Resolve any guest issues related to poor experience in a timely manner and follow up with corrective actions as required including follow-up directly with Guests
• Support the Concierge Services team in resolving any queries involving the operating systems and software, by ensuring familiarity at an expert level and IT escalation procedures
• Take lead on any incidents and service recovery
• Collaboratively work with Retail, Marketing & International Markets teams to assure the alignment with their daily plan and be completely aware of the marketing promotions and campaigns
• Lead daily Morning Huddle, ensuring all key services provide an update on their plan for a day
• Prepare daily performance reports using IT systems and databases, with commentary on key actions/learnings and provide any hospitality performance data to senior leadership as required

About You

We are looking for an individual who can display the following experience and skills:

• Preferred experience in similar role ideally within either the Hotel, Retail or Tourism and Travel industries
• Computer literate and high proficiency in Microsoft Office, as well as the ability to learn use of bespoke data and interrogation of databased in order to create performance reports
• Sound understanding of tourism, leisure, and retail sectors
• Intuitive understanding of the importance of excellence in guest experience/hospitality
• Able to manage complexity and able to deliver within short deadlines with an eye for detail
• Demonstrates drive, resilience, flexibility, openness and innovation when working in a dynamic and fast paced environment
• Demonstrative capability of being decisive and collaborative in equal measures
• Excellent interpersonal & communication skills
• Able to work well with all levels across the business
• Ability to both work as a team and work independently with minimal supervision
• Ability to prioritise and adapt to changes effectively
• Fluent in French and English, any other language would be beneficial