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- Tasks: Lead the Guest Experience Team to deliver exceptional service and manage daily operations.
- Company: Join The Peninsula London, a prestigious hotel known for its luxury and excellence.
- Benefits: Enjoy competitive pay, service charge, and attractive perks in a vibrant work environment.
- Why this job: Be part of an award-winning team, enhancing guest experiences and making a real impact.
- Qualifications: 5 years in luxury Front Office Operations; strong customer service and financial skills required.
- Other info: Fluent English is essential; a second language is a plus. Connect with our People and Culture team!
The predicted salary is between 43200 - 72000 £ per year.
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 with 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.
- Minimum 5 years 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.
Guest Experience Manager employer: HSH Group / The Peninsula Hong Kong
Contact Detail:
HSH Group / The Peninsula Hong Kong Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Manager
✨Tip Number 1
Familiarise yourself with the Peninsula Service Principles. Understanding these principles will not only help you align your approach to guest experience but also demonstrate your commitment to the hotel's values during any discussions.
✨Tip Number 2
Network with current or former employees of The Peninsula London. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when discussing your fit for the role.
✨Tip Number 3
Prepare specific examples from your past experience that showcase your ability to handle guest feedback and service recovery. Being able to articulate these experiences will highlight your problem-solving skills and customer service expertise.
✨Tip Number 4
Stay updated on luxury hospitality trends and best practices. Showing that you are knowledgeable about the industry can set you apart and demonstrate your passion for providing exceptional guest experiences.
We think you need these skills to ace Guest Experience Manager
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Guest Experience Manager position. Tailor your application to highlight how your experience aligns with these expectations.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in Front Office Operations, particularly in luxury settings. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to deliver exceptional guest experiences.
Write a Personalised Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of The Peninsula London that attract you and explain how your skills and experiences make you a perfect fit for their Guest Experience Team.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in the hospitality industry.
How to prepare for a job interview at HSH Group / The Peninsula Hong Kong
✨Showcase Your Customer Service Skills
As a Guest Experience Manager, your ability to deliver exceptional service is crucial. Prepare examples from your past experiences where you went above and beyond for guests, highlighting your problem-solving skills and commitment to customer satisfaction.
✨Understand the Peninsula Service Principles
Familiarise yourself with the Peninsula Service Principles before the interview. Demonstrating your knowledge of these principles and how you can incorporate them into your role will show your alignment with the hotel's values and your readiness to contribute.
✨Prepare for Operational Scenarios
Expect questions about managing daily operations and service recovery. Think of specific situations where you successfully handled operational challenges or guest complaints, and be ready to discuss your approach and the outcomes.
✨Highlight Leadership and Team Development
Since the role involves hiring and coaching staff, be prepared to discuss your leadership style. Share experiences where you motivated a team or improved performance, showcasing your ability to foster a positive work culture.
