Guest Experience & Services Director

The Bicester Collection
Ingolstadt, DE, 85055
Closing date
30 Mar 2024

Job Details

Guest Experience & Services Director (m/f/d)

Ingolstadt Village
About the role

As our Guest Experience & Services Director (m/f/d), you will define the guest experience and service strategy and the standard of hospitality of the Village. You will lead the guest experience & services team, to ensure that the team is delivering the highest standards of guest experience to our guests, by providing a role model leadership, developing the appropriate work culture and supporting the campaigns and events in the Village.

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Key responsibilities

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

Guest Experience & Services Strategy and Standards
  • Define the guest experience and services strategy and road map of the Village; identify KPIs to measure the performance
  • Develop the standard of hospitality and guest engagement and drive the standards through all the guest-facing teams, including our employees and 3rd party contractors
  • Drive highest standards of guest engagement and showcasing retail or brand offers throughout the Village
  • Provide a role model leadership to drive guest-facing behaviours at the highest standards at all time
  • Lead the guest-facing team to deliver the daily execution of guest experience in line with agreed standards and best practices, ensuring all functions work as one team to deliver a seamless end to end guest experience
  • Develop and execute a culture of "on-the-day" owning, encouraging the team to be proactive and take initiative to resolve guests and/or brand issues within agreed timelines
  • Develop and encourage a culture of continuous improvement
  • Provide objective and insightful feedback on the performance to improve the standards for all guest experience touch points and facilities, e.g. tourist centres, train station, coaches, service partners, hosts, housekeeping, etc.

  • Drive incident management and business recovery disciplines through the guest-facing teams
  • Be accountable for brand liaisons during abnormal operations and ensure business continuity at all times, aligned with direction from Duty Gold/Silver
  • Support the operational planning and execution of high footfall 'red days'
  • Report any areas of contract non-compliance to the Guest Services Team in order to instigate contractual reviews as/where required

Support of Events and Campaigns
  • Build strong stakeholder relationships with Marketing and Private Client Services teams to understand and support seasonal and ad hoc campaigns and events
  • Ensure that the team and the guest-facing activities are coordinated with other plans such as marketing and retail plans to ensure the guest experience provide by the Village is seamless
  • Ensure the team delivers the seasonal events according to the plans agreed with Retail, Marketing and Partnerships Teams

About You

We are looking for an individual who can display the following experience and skills:
  • Ideally previous experience in luxury high footfall environment
  • Previous experience with end -to-end process of opening sites
  • Previous experience with incident management, minimising risk, following security and compliance measures and maintaining H&S standards and guests interest at all times
  • Well-groomed induvial maintaining a level of professionalism at all times in this guest facing role
  • Strong attention to detail and elevation of luxury standards
  • Possess an international mindset and understanding of guest profiling with cultural awareness
  • Strong stakeholder management at all levels and 3rd party contractors
  • Demonstrate a coaching and performance based leadership of team
  • Ability to multitask operational and strategic projects, staying calm in high pressured environment
  • Demonstrate a collaborative working approach
  • Ability to create and maintain best practice processes
  • Flexibility to work shift patterns including evenings and weekends
  • Excellent interpersonal and communication skills
  • Fluent in English and German language, any other European language would be beneficial


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