Guest Experience Manager

The Peninsula London is excited to announce we are seeking an enthusiastic Guest Experience Manager to complete our Guest Experience Team. This role will play an essential part in supporting the performance of the Guest Experience Team (Front Office), ensuring exceptional service is delivered by incorporating the Peninsula Service Principles.

• An exceptional opportunity to join our high-profile flagship hotel in London
• Market leading remuneration, service charge and attractive benefits
• Join our award-winning group, working alongside a highly experienced team

Key accountabilities

• Responsible for the efficient and smooth operations of the arrival and departure experiences, ensuring impeccable service to hotel guests, with a focus on the guests, a heartfelt welcome and personalised experiences
• Take overall site responsibility for daily operational issues within the Guest Experience Team including accurate scheduling, service recovery, continuous coverage, and efficient service delivery
• Assist the Director of Front Office in the creation and management of the annual operating budget and monitor the monthly financial performance and maximise Room and Front Office revenue through initiatives such as room upselling
• Maintain close guest contact, manage guest feedback, ensuring elevated service recovery to exceed guest expectations, in keeping with the Peninsula Service Principles
• Hire, develop, motivate, supervise, and coach the Guest Experience Executives in maintaining a culture in compliance with mission, vision, values, and HSH core principles

General requirements

• Minimum 5 year’s relevant experience in Front Office Operation within a luxury international property
• Thorough knowledge of customer service needs and a good working knowledge of operational finance procedures
• Excellent time management and organizational skills, highly adaptable and naturally positive
• Fluent English communication proficiency, expertise in a second language would be desirable

We are delighted to receive your CV and will liaise with suitable candidates directly.