Guest Experience Manager

The Bicester Collection
Paris, FR, 77700
Closing date
23 Mar 2024

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Customer Service

Job Details

Something Extraordinary Every Day™

As our Guest Experience 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.

What you will be doing
  • 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 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.
  • 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
  • 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
  • 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
  • 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
  • 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

What makes you special

Every colleague is an entrepreneur at heart and this drives our organisational culture, which values invention, innovation and risk taking. To be successful with us, you'll have:
  • 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

There's no one quite like us

The Bicester Collection are the worlds' leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

Our Vision is to be the best shopping destination in the world. Our Mission is to make the lives of others better - our brands, our guests, our people and our communities. Our Brand Promise is to offer something extraordinary every day. Our Five Values are the glue that bind us together and allows us to lead ahead:
  • Authenticity - Always do the right thing
  • Innovation - Think outside of the box
  • Passion - Do what you love and love what you do!
  • Critical Thinking - Challenge the obvious
  • Vision - Be mission driven always

Why we're exceptional

The key to our success is the quality and commitment of our people. To work in one of the teams at any of the Villages is to play an active role in redefining both the art and the science of retail. This creates a dynamic approach that underpins our ability to anticipate future trends in a fast changing world. In return for your Authenticity, Critical Thinking, Innovation, Passion and Vision, you'll receive a generous salary and we'll also reward you by:

Looking after you: You're entitled to 25 days of annual leave (plus French Bank Holidays) and your birthday off, plus extra leave if you are getting married or moving. We provide above industry average life assurance cover, personal travel insurance, private healthcare, cycle to work scheme and flu vaccinations

Treating you : discounts throughout our villages, discounts with other retailers (known as My Choices) and a very generous employee referral bonus

Championing you : you'll be working within a creative and collaborative environment like no other, with the opportunity to develop your professional and personal skills while advancing your career.

Come and live your story with us

The key to our success is the quality and commitment of our people. The Bicester Collection is made up of 1,200 colleagues of 50 nationalities. We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen, and with this in mind we welcome everyone - regardless of age, gender identity, race, sexual orientation, physical or mental ability or ethnicity - to be a part of our family. We are offering a fantastic opportunity for a professional and commercially focused individual to join us. We have huge ambition for what we can achieve together and we want to have fun!


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