Overview
Guest Experience Manager Jobs in London – England – UK at On Verve
Title: Guest Experience Manager
Company: On Verve
Location: London – England – UK
Category: Hospitality / Hotel / Catering, Management
Who is On Verve?
We bring a fresh approach to the guest services sector by providing service with enthusiasm through our dedicated team of Day Makers. Our solutions have been designed for both Guests and Employees and incorporate the latest workplace trends. Our core ethos is to be the ‘makers of someone’s day’.
What is a Day Maker, I hear you asking yourself?
A Day Maker is to have the ability to be the maker of someone’s day by understanding the environment you are in. Take ownership of the surrounding areas to create an amazing employee andguest experience.
Summary of the role:
Learn more about the general tasks related to this opportunity below, as well as required skills.
As theGuest Experience Manager, your role encompasses leading the Day Maker team to consistently deliver a memorableguest experiencein alignment with the business’s core values. This involves overseeing all guest touch points, including the meeting room booking system, and taking ownership of all spaces to ensure a seamless experience. A flexible approach andeffective leadershipare essential in navigating thefast-paced environment, while collaborating with the broader service partner team for seamless operations.
We are actively seeking an experienced and motivated individual passionate about exceptional guest experiences, possessing strong managerial skills to lead a team with personality and flair, adapting todynamicenvironments and inspiring your team to uphold high service standards.
Ideally you will have a background in Reception, Retail, Facilities or Hospitality, with experience in afast-paced environment, where you will be required to think proactively and multi-task and build relationships with business stakeholders.
Location:London
Reporting to:Account Manager
Hours:40 hours a week
Annual Salary:£43,000 – £45,000 per annum based on experience
What does being aGuest ExperienceManager look like?
Customer Satisfactionand
Experience:
Ensure Excellent Service:The primary responsibility is to ensure that guests receiveexceptional service. This involves overseeing the training of employees to provide a warm welcome, address inquiries, and resolve any issues promptly.
Manage Feedback:Implement systems to collect and analyse guest feedback, reviews, and complaints. Use this information to identify areas for improvement and make necessary changes to enhance the overallguest experience.
Personalised Services:Work towards creating personalised experiences for guests. This may involve understanding individual preferences, addressing special requests, and ensuring that the team is well-equipped to provide tailored services.
Employee Management and Training:
Hiring and Training:Recruit, train, and supervise front-of-house team to ensure they possess the necessary skills and knowledge to deliver exceptional guest services. This includes ongoing training programs to keep employees updated on industry trends, customer service techniques, and company policies.
EffectiveCommunication:Foster opencommunicationamong the team. Ensure that employee is informed about current promotions, events, and any changes in procedures. This helps in maintaining a cohesive and well-informed front-of-house team.
Conflict Resolution:Act as an escalation and resolution point of contact, in case of conflicts or issues between employee members or with guests. Equip employees withconflict resolutionskills and provide support when difficult situations ar…
