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For Companies At a Glance
- Tasks: Lead a team to deliver exceptional guest experiences in a luxury setting.
- Company: Join a prestigious 5-star establishment known for its high-end services.
- Benefits: Enjoy competitive salary, career growth opportunities, and a vibrant work culture.
- Why this job: Be part of a dynamic team that values excellence and personal development.
- Qualifications: Experience in luxury hospitality or member services is essential.
- Other info: This is a newly created role, perfect for those looking to make an impact.
The predicted salary is between 39000 - 52000 £ per year.
This is a newly created, pivotal role designed to elevate the member and guest experience at our luxury establishment. The Guest Services & Membership Manager will be responsible for overseeing all front-of-house operations, ensuring seamless service delivery, and developing an exceptional member journey. The successful candidate will possess a strong background in luxury hospitality or private member services, demonstrating an innate understanding of high-net-worth individual expectations.
Key Responsibilities:
- Front of House (FOH) Management: Lead, mentor, and manage a combined team of approximately 15 staff, including 10 Service Assistants and 5 Reception FOH staff. Oversee the daily operations of the reception teams and all front-of-house areas, ensuring impeccable standards of presentation and service. Develop and implement FOH procedures to optimize efficiency and enhance the guest experience. Resolve any FOH operational issues promptly and effectively, ensuring minimal disruption to members and guests.
- Concierge Services: Operate and manage a comprehensive concierge service for members, handling a wide range of requests from dinner bookings to bespoke event arrangements. Proactively anticipate member needs and offer personalized assistance to enhance their experience.
- Guest Room & Booking Management: Ensure the accuracy and efficiency of all guest room bookings, coordinating closely with relevant departments. Oversee the smooth check-in and check-out processes for guest rooms.
- Member Journey & Experience Development: Take ownership of the end-to-back member journey, striving for a seamless and intuitive experience from initial contact to ongoing engagement. Identify opportunities to enhance member satisfaction and loyalty through proactive service and personalized touches. Champion a luxury brand experience across all touchpoints, reflecting the establishment's high standards.
- Team Leadership & Development: Recruit, train, and develop a high-performing FOH and Service team, fostering a culture of excellence, proactivity, and exceptional service. Conduct regular performance reviews and provide ongoing coaching and feedback. Ensure adequate staffing levels and effective scheduling to meet operational demands.
Contact Detail:
Front Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Manager
✨Tip Number 1
Familiarise yourself with the luxury hospitality sector. Research high-end establishments and their service standards to understand what sets them apart. This knowledge will help you demonstrate your passion and suitability for the role during any discussions.
✨Tip Number 2
Network with professionals in the luxury hospitality industry. Attend events or join online forums where you can connect with others in similar roles. Building relationships can lead to valuable insights and potential referrals for the Guest Services Manager position.
✨Tip Number 3
Prepare to showcase your leadership skills. Think of specific examples from your past experiences where you successfully managed a team or improved service delivery. Being able to articulate these instances will highlight your capability to lead and develop a high-performing team.
✨Tip Number 4
Understand the importance of member experience in luxury settings. Be ready to discuss how you would enhance the member journey, perhaps by sharing innovative ideas or personalised service strategies that could elevate their overall experience at our establishment.
We think you need these skills to ace Guest Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in luxury hospitality or private member services. Emphasise any leadership roles and specific achievements that demonstrate your ability to manage a team and enhance guest experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for high-end service and your understanding of the expectations of high-net-worth individuals. Use specific examples from your past roles to illustrate how you can elevate the member journey.
Highlight Key Skills: In your application, focus on key skills such as team leadership, operational management, and concierge services. Mention any experience with developing procedures that improve efficiency and guest satisfaction.
Showcase Your Problem-Solving Abilities: Provide examples of how you've effectively resolved operational issues in previous roles. This will demonstrate your capability to handle challenges and maintain high standards of service in a luxury environment.
How to prepare for a job interview at Front Recruitment
✨Showcase Your Luxury Hospitality Experience
Make sure to highlight your background in luxury hospitality during the interview. Discuss specific examples of how you've elevated guest experiences in previous roles, as this will demonstrate your understanding of high-net-worth individual expectations.
✨Demonstrate Leadership Skills
As a Guest Services Manager, you'll be leading a team. Be prepared to share your leadership style and provide examples of how you've successfully managed and developed teams in the past. This will show that you can foster a culture of excellence and proactivity.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding front-of-house operations. Prepare scenarios where you've resolved operational issues or enhanced guest satisfaction, as this will illustrate your ability to handle challenges effectively.
✨Understand the Member Journey
Familiarise yourself with the concept of the member journey and think about how you would enhance it. Be ready to discuss strategies for personalising member experiences and increasing satisfaction, as this is a key responsibility of the role.
