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Guest Services Manager

The Bicester Collection
Wertheim, DE, 97877
Closing date
28 Jun 2024

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Customer Service

Job Details

Guest Services Manager (m/f/d)

Wertheim Village

Fixed Term Contract

About the role

As our Guest Services Manager / Hospitality Manager (m/f/d), you will be responsible for overseeing the Guest & Services Team. You will develop the strategy, plan and standards to ensure that the guest-facing teams are delivering a seamless end to end guest experience. You will also lead the team to collaborate closely with other relevant departments to deliver the initiatives within the Village.

Key responsibilities

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

Strategy & Operations

• Develop guest experience & services strategy

• Develop the guest experience and services standards and ensure that these are in line with the ones of the private client services and membership guest experience expectations

• Lead the guest-facing teams, including the service providers, 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

• Ensure that the guest-facing teams are well trained against the hospitality standards

• Ensure all processes, procedures, document reviews, risk assessments, training requirements and innovation initiatives remain in line with the objectives of The Bicester Collection

• Lead the Apartment team ensuring experience of high net worth guests is at the highest standard, while also improving guest acquisition, engagement and retention to drive the sales of Private Client Services

• Ensure that the visitor centre is utilised to drive the membership experience, while also improving guest acquisition, engagement and retention of the members

• Develop strong and profitable relationships with Brands in order to increase the visits in the Apartment by creating a robust Brand Referral Programme incorporated in the Private Client strategy

• Demonstrate Sustainability and environmental responsibility by embedding it throughout all work guest-facing processes

• Develop and execute a culture of "on-the-day" owning and resolving guest and/or brand issues - ensure closure within agreed timelines

• Work alongside colleagues to develop a culture of continuous improvement, by providing objective feedback on performance to improve the standards for all touchpoints and facilities

• Monitor contract non-compliance as/where required Cross Department Initiatives

• Collaborate with other key stakeholders to support the business initiatives, including brand events, personal shoppers, partnerships' initiatives, etc.

• Collaborate with Operations and Retail Development Team on real estate or facilities project, ensuring that the projects are in line with the 5 star luxury standards at all times

• Deliver seasonal events as per plans agreed with Retail, Marketing and International Markets teams, ensuring all guest-facing team members and guest-facing activities are in line to assure guests experience a seamless experience

• Work closely with the Retail and Marketing team to effectively plan for all key trading events and peak periods

• Build strong and close work relationships with all departments across the business

About You

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

• Previous experience at senior management level in the luxury or premium hospitality industry

• Computer literate and high proficiency in Microsoft Office

• Knowledge of software for analysis and reporting is essential

• Strong commercial acumen and the ability to deliver at a strategic level, with analytical

• Strong data analytics and numerical skills, with ability to transform data into insights for decision-making

• Interest in and knowledge of service design and improvements

• Strong cultural awareness

• Transformational leader, fully conversant in the change process and an inspiring presence

• Strong Strategic thinking and ability to undertake critical analysis in order to drive decisions

• Ability to perform both operationally and strategically, as required

• Excellent organisation and planning skills

• Strong stakeholder management skills

• Able to work well across multi-functional teams at all levels, internally and externally

• Ability to work individually as well as part of a team

• Flexibility in terms of working hours & pattern (including weekends)

• Fluent in English and German language, any other European language would be beneficial


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