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- Tasks: Lead a dynamic team to enhance guest experiences and drive bookings at The Ned.
- Company: Join The Ned, a vibrant hospitality hub in the heart of London.
- Benefits: Enjoy a competitive salary, complimentary meals, and exclusive discounts.
- Why this job: Make a real impact on guest satisfaction in a luxury environment.
- Qualifications: 2+ years in a customer service leadership role, preferably in luxury hospitality.
- Other info: Be part of a diverse team with exciting career development opportunities.
The predicted salary is between 38400 - 48000 £ per year.
Our Guest Experience Centre provides exceptional service to guests and members, driving bookings and revenue in all areas of The Ned. As the leader of a key team providing support to all operational departments, the Head of Guest Experience is a pivotal role that keeps things running smoothly and influences amazing guest experiences from pre-arrival to post-departure.
About The Ned: The Ned and Neds Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time. The Ned launched in 2017 in the heart of the City, in the former Midland Bank headquarters. The Ned City of London houses Neds Club - a private members space, gym and rooftop - alongside a public spa, ten restaurants and bars and 248 hotel bedrooms.
Reporting into the Hotel Director and as the leader of our Guest Experience Centre you will:
- Lead the Guest Experience Centre team to be the primary point of contact and booking centre overseeing all communication between The Ned and guests/members; from pre-arrival, to post departure, and everything in between.
- Oversee all reservation processes for Rooms, F&B, Spa and Member Events, converting enquiries into bookings.
- Work closely with senior Hotel, F&B, Spa and membership Teams in reviewing set ups and performance. Proactively offer guest/member feedback and suggestions to drive operational efficiency and improve the customer experience.
- Lead the department to achieve excellent KPIs in conversions, upselling, and all guest feedback measures.
- Provide regular data and action plans to relevant stakeholders.
- Keep internal and external systems up to date with menus, opening hours, set-ups, hotel profiles, special events etc as required.
- Provide other departments with reporting and data where needed.
- Support with the set up and co-ordination of ticketing and access to Member Events where necessary.
- Work required shift patterns that will include weekends and night shifts where necessary.
What you can bring to the role:
- Minimum 2 years lead role in a customer service-related role within 5* luxury market.
- Positive leadership style and creative thinker.
- A strong relationship builder who is confident in any decision-making process.
- Experience in understanding, delivering and exceeding guest expectations.
- Excellent communication skills, both written and verbal.
- Comprehensive knowledge of Opera PMS (V5) and Open Table. Knowledge of Knowcross, Micros, Book4time also preferred.
- Active engagement in the industry, active in organisations and awareness of market trends.
What The Ned can give you:
- Salary of up to £48,000/year inc service charge.
- Every house membership of Soho House.
- Enhanced parental leave, company sick pay and pension.
- Complimentary meals in our friendly team restaurant, Neddys including monthly payday breakfast.
- Exciting learning and development programmes to help progress your career.
- Exclusive rates at The Ned for staying and eating for you, your family and friends.
- Wellbeing and health benefits, including Stream and Benefit Bank - our exclusive platform with access to hundreds of gym, shopping, and cinema discounts.
- Your birthday off after a year of service and more holiday after five years.
- Paid volunteer day.
- Regular social events, including an annual pool party.
- Employee assistance programme 24/7 advice and support.
- Reward and recognition initiatives.
At The Ned, we don’t just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality.
Please let us know of any specific needs you may have during your interview. All candidates must have the right to work in the UK to be considered for this role. Apply today and join us as Head of Guest Experience.
Head of Reservations (Maternity cover) in Slough employer: The Ned
Contact Detail:
The Ned Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Reservations (Maternity cover) in Slough
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for opportunities. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research The Ned, understand their values, and think about how your experience aligns with their mission. Practise common interview questions and be ready to showcase your leadership skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It keeps you fresh in their minds and demonstrates your professionalism.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of The Ned team.
We think you need these skills to ace Head of Reservations (Maternity cover) in Slough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Guest Experience role. Highlight your experience in customer service and leadership, and show us how you can drive bookings and enhance guest experiences at The Ned.
Show Off Your Communication Skills: Since excellent communication is key in this role, use your written application to demonstrate your ability to convey ideas clearly. Keep it professional yet friendly, just like we do at The Ned!
Highlight Relevant Experience: Don’t forget to mention any experience you have with reservation systems like Opera PMS or Open Table. We want to see how your background aligns with our needs, so be specific about your achievements in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at The Ned!
How to prepare for a job interview at The Ned
✨Know Your Stuff
Before the interview, make sure you’re familiar with The Ned and its offerings. Understand the guest experience philosophy and how the Guest Experience Centre operates. This will help you demonstrate your passion for the role and show that you’re genuinely interested in contributing to their success.
✨Showcase Your Leadership Skills
As a Head of Guest Experience, you'll need to lead a team effectively. Prepare examples of how you've successfully managed teams in the past, focusing on your positive leadership style and ability to build relationships. Be ready to discuss how you can motivate your team to achieve excellent KPIs.
✨Communicate Clearly
Excellent communication is key in this role. Practice articulating your thoughts clearly and confidently. During the interview, ensure you listen actively and respond thoughtfully to questions, showcasing your strong verbal skills and ability to engage with different stakeholders.
✨Be Data-Driven
The role involves providing data and action plans to stakeholders. Brush up on your analytical skills and be prepared to discuss how you’ve used data to drive operational efficiency and improve customer experiences in previous roles. This will highlight your strategic thinking and problem-solving abilities.