Head of Experience

Are 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.
As 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.
Key Responsibilities:

• Team Management of front of house and concierge
• Improvement and implementation meetings and coordination with employee and clients teams.
• Constant enhancement and 'hotelification' of the foh and all service interactions from desk, conference room support, to special events and activities.
• Vendor and third party relationship management.
• Budget Management across the services to ensure financial expectations are adhered to.
• Ensure Guest experience teams follow HSE policies, management of risk assessments and compliance.
• Service innovation constantly reviewing the guest experience including new technology and trends.

Personal Services

• Know and recommend local services and amenities.
• Respond to all employees requests following and adhering to company standards.
• Take ownership to recommend and suggest solutions and alternatives to employee requests that meet and exceed expectations.
• Track and record all interactions, to hyper personalise service tot he individual and spot trends across employee base.
• Effectively manage the requests to ensure shifting priorities and deadlines are met, while maintaining both productively, quality and customer satisfaction goals.
• Clearly 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

• Maintain company reputation in the market in the market for the highest levels of quality and hospitality.
• Provide leadership, direction and support to the service teams, whilst maintaining motivation and enthusiasm to continuously deliver beyond expectations.
• Anticipate employee needs before they arise using relevant information collected in CRM to enhance and personalise their experience.
• Answer any questions from employee and visitor related to the building including wayfinding, policies and procedures, community etiquette, etc.
• Clearly understand client programmes and initiatives that can help better serve the employees and promote local initiatives and benefits.
• Management, development and implementation of innovative guest and employee experience.

Requirements:

• Bachelor's degree or equivalent in Marketing, Communications, Business, Hospitality or related field.
• 5 years + Proven experience in community management
• Strong interpersonal and communication skills with the ability to connect with diverse groups of people.
• Excellent organisational and project management skills, with the ability to multitask and prioritise tasks effectively.
• Proficiency in using social media platforms, community management tools, and analytics tools.
• Passion for building communities and creating positive experiences for members.
• Ability 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!

Speak to Kevin - (url removed) or (phone number removed)