Head of Experience

Box Leisure Recruitment\\nRole – Head of Experience\\nLocation – Central London\\nHours – Full Time – Monday to Friday – Permanent\\nSalary – £45,000\\n\\nAre you from a hotel, Travel or hospitality concierge background and looking for a new career. I am seeking an experienced Head of Experience Manager to join a dynamic team in Central London.\\nAs Head of Experience, you will be the main point of contact for the FOH team and be champion for the concierge programme, often liaising between the client and their employee base.\\n\\nKey Responsibilities:\\n \\nTeam Management of front of house and concierge \\nImprovement and implementation meetings and coordination with employee and clients teams. \\nConstant enhancement and 'hotelification' of the foh and all service interactions from desk, conference room support, to special events and activities.

\\nVendor and third party relationship management. \\nBudget Management across the services to ensure financial expectations are adhered to. \\nEnsure Guest experience teams follow HSE policies, management of risk assessments and compliance.

\\nService innovation constantly reviewing the guest experience including new technology and trends. Personal Services\\n \\nKnow and recommend local services and amenities. \\nRespond to all employees requests following and adhering to company standards.

\\nTake ownership to recommend and suggest solutions and alternatives to employee requests that meet and exceed expectations. \\nTrack and record all interactions, to hyper personalise service tot he individual and spot trends across employee base. \\nEffectively manage the requests to ensure shifting priorities and deadlines are met, while maintaining both productively, quality and customer satisfaction goals.

\\nClearly set expectations with the employee regarding turnaround time for the the request to be fulfilled, and proactively communicate any relevant updates that may change those expectations. Best Practice\\n \\nMaintain company reputation in the market in the market for the highest levels of quality and hospitality. \\nProvide leadership, direction and support to the service teams, whilst maintaining motivation and enthusiasm to continuously deliver beyond expectations.

\\nAnticipate employee needs before they arise using relevant information collected in CRM to enhance and personalise their experience. \\nAnswer any questions from employee and visitor related to the building including wayfinding, policies and procedures, community etiquette, etc. \\nClearly understand client programmes and initiatives that can help better serve the employees and promote local initiatives and benefits.

\\nManagement, development and implementation of innovative guest and employee experience. Requirements:\\n \\nBachelor's degree or equivalent in Marketing, Communications, Business, Hospitality or related field. \\n5 years + Proven experience in community management \\nStrong interpersonal and communication skills with the ability to connect with diverse groups of people.

\\nExcellent organisational and project management skills, with the ability to multitask and prioritise tasks effectively. \\nProficiency in using social media platforms, community management tools, and analytics tools. \\nPassion for building communities and creating positive experiences for members.

\\nAbility to thrive in a fast-paced and dynamic work environment. If you are passionate about building communities and creating impactful experiences, we would love to hear from you. Apply today!\\n \\nSpeak to Kevin – (url removed) or (phone number removed)