Assistant Guest Experience Manager

Job Title: Assistant Guest Experience Manager (m/f/d)

Based At: Ingostadt Village

POSITION SUMMARY:

The Assistant Guest Experience Manager (m/f/d) supports the development and continuous improvement of guest services at in Ingolstadt Village. A key element to this job is planning, reviewing and pro-actively driving the business to transform and enhance the delivery of best in class guest experience at the Village.

Key interaction will be required with the Retail, Marketing, Partnership Teams, Office to gather background knowledge, support & develop new initiatives, whilst also actively influencing positive business decisions in order to develop and driving processes and standards which are guest and colleague-centric, with the purpose of growing sales through exceptional service levels.

The role holder would model excellence in customer service, exemplary Guest Standards, as well as high levels of team engagement & performance while also attending regular meetings with key external partners, as well as representing Guest Experience and Hospitality in any meeting the department is involved.

KEY RESPONSIBILITIES:

• Plan and develop excellent processes and standards focusing on Concierge Services & Village
• Proactively review industry and cross-industry best practices from a Process perspective, and incorporate learnings into WV to drive the business forward
• Effectively lead set projects with detailed plans and ensuring stakeholder compliance for all key decision-making gateways
• Effectively network in all departments across the business
• Work with other Value Retail Hospitality Departments to exchange best practice initiatives
• Supporting the Hospitality Director with developing project plans for seasonal campaigns, marketing initiatives, events and retail programmes
• Work closely with the Retail and Marketing team to effectively plan for all key trading events and peak periods, including all key partnership and retail calendar events, such as Easter & Christmas, Chinese New Year and Eid etc.
• Play a lead role in key meetings to discuss weekly and seasonal campaigns, ensuring alignment with Hospitality plans
• Produce proposals including costs and timeframes for the Village wide events and internal projects
• Manage special projects relevant for the department
• Plan and adhere to agreed commercial budgets, informing Hospitality Director
• Effectively network in all departments across the business and have strong stakeholder management with internal and external interactions
• Managing suppliers, payments and deliveries with guest experience Manager, in coordination of Supervisors
• Attend inter-departmental meetings and ensuring the wider Hospitality team are updated regularly on upcoming campaigns, events and initiatives
• Produce reports (GSS, Action plans, others) on data analysis and reporting on trends and actions.
• Understand, take personal accountability and proactively live the Value Retail Vision for 'world class Hospitality & Service. Prepare and be part of Full Price visits - Benchmark resourcing and apply/adapt in Hospitality Strategy new ideas/improvements

BACKGROUND & SKILLS:

• Proven track record of operating as a successful Hospitality/Guest Services professional
• Strong data analytics and numerical skills, with ability to interpret performance data into trends and decision-making reports
• Ability to plan, prioritise effectively
• Able to work individually or as part of a team
• Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence
• Demonstrates drive, resilience and flexibility when working in a dynamic a fast paced environment
• Flexibility in terms of working hours & pattern
• Interest in and knowledge of service design and improvements
• Intuitively understands the importance of excellence of customer experience/hospitality
• Easily collaborates across multi-functional teams, internally and externally
• Strong cultural awareness
• Fluent in English and German language, any other languages advantageous
• Computer literate and fully competent in preparing regular reporting (statistical & financial)
• Highly organised and able to develop and follow a plan
• Experience with producing data analysis reports and identifying trends
• Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence
• Preferred experience in a premium / luxury environment