AdresseWELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE.
Conrad London St James is one of Hilton’s three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10% in the world.
A World of Rewards:
- Competitive Salary
- A global travel program for team members
- Uniforms
- Meals whilst on duty
- To be part of a fabulous team
The hotel located in the heart of Westminster, as well as 256 beautifully appointed bedrooms our outlets within the hotel offer its teams the opportunity to join exciting food and drink concepts, with the standards and luxury service Conrad is famous for. Supported by celebrity chef Sally Abe, they consist of:
- The Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub
- The Hedgerow, the hotel’s first cocktail bar, which takes inspiration from the beauty of the traditional British countryside
- The Pem, a glamourous and elegant restaurant in the centre of the hotel showcasing classic British cuisine using modern techniques
- The Orchard, for afternoon teas and lighter meals
- The Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service.
- Seven Meetings & Events Spaces, perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James.
What will I be doing?
Conrad London St James is looking for a Guest Experience Manager who will leads, runs and oversees our Guest Relations Team, Personal Concierge Services, the experience of VIP guests including, pre and post stay & operation of the fitness centre.
- Reporting directly to a Front of House Manager, you will recruit, train, and manage a team that is responsible for the key aspects of the Guest Journey, including the Fitness Centre.
- You will continually design the VIP Guest Experience and provide personal Concierge Services to all guests.
- Continuously design and develop the fitness centre experience to a world class level.
- Create a personalised journey for VIP guests from the time they book till after they have departed the hotel, including pre-stay communication, personalisation of room and communication during along with post stay communication to drive loyalty.
- A key communicator between departments, focusing on coordinating between Front Office, Concierge, Housekeeping, Room Service, Main Kitchen and Executive Office.
- Have a commercial awareness always looking at ways to upsell the different areas in the hotel and generate overall revenue.
- Manage the daily operations of the Guest Relations team including a well stablish lobby presence.
- Have final responsibility over VIP room assignments and preparations including final rooms checks prior to arrival.
- Set departmental objectives, work schedules, budgets, policies, and procedures
- Monitor staffing levels to meet cover business demands
- Serve as the main point of contact for VIP guests and ensure all hotel departments are fully briefed on VIP Guest requirements both on arrival and during the guest stay.
- Ensure the Team projects a professional manner with an emphasis on hospitality and Guest service
- Ensure the Team complies with Hotel security, fire regulations and all health and safety legislation training
- Responsible of establishing an upbeat vibe within the work place and maintaining an excellent level of positivism to ensure a good work climate.
- Responsible of transmitting all information regarding events, key celebration days and activities that affect the operation of the hotel to your team.
- Participates in the induction and training of new staff members, promoting the importance the hotels committed to excellence strategy and ensure compliance to FORBES standards.
- Show passion about the image of Conrad London St James and work with the marketing team to portray the Guest Experience out on social media
- Will be using online platforms for enhancing the real-time communication with guests, address their needs promptly and ensure exceptional Guest Experiences throughout their stay.
- Including actively monitoring online reviews, responding to guest feedback, and implementing strategies to uphold and enhance the hotel's brand reputation
- Expected to work 5 days a week at varied times to capture the peak hours and be available for VIP arrivals.
- Cover Weekend Duty Manager shifts as required.
- Support all other departments as and when necessary.
What are we looking for?
- An enthusiastic person with the right experience to lead a team through this exciting project that marks a new beginning of continuous personalised service throughout the hotel.
- Previous experience of leading with teams in a 5* hospitality environment is essential to the role.
- Excellent personal presentation and communication skills, both verbal and written.
- Knowledge of ONQ Property Management System is good to have but not essential.
- A degree in hospitality management or equal is helpful but not essential.
Travel:
- St James Park Tube Station – District & Circle Line – across the road
- Westminster Tube Station – Jubilee Line (4 Mins Walk)
- Victoria Station (8 Mins Walk)
- Waterloo Station (10 Mins Walk)
