Assistant Manager - Guest Experience

Grosvenor Place, London
Market Leading Salary & Benefits + Service Charge
05 Feb 2024
04 Mar 2024
Full Time

Assistant Manager - Guest Experience

Job Description:

The Peninsula London is excited to announce we are seeking an enthusiastic Assistant Manager - Guest Experience to complete our Guest Experience Team. Together with the Guest Experience Manager 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
  • 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
  • Responsible for daily operational issues within the Guest Experience Team including accurate scheduling, service recovery, continuous coverage, and efficient service delivery
  • Maximise Room and Front Office revenue through initiatives such as room upselling
  • Maintain close guest contact while managing guest feedback, ensuring elevated service recovery to exceed guest expectations
  • Hire, develop, motivate, supervise, and coach the Guest Experience Executives in maintaining a culture in compliance with mission, vision, values, and HSH core principles

General Requirements

  • Minimum 3 year’s 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

At the Peninsula London, we look after:

Your financial wellbeing:

  • Generous service charge distributed equitably to all colleagues
  • Life Insurance
  • Enhanced company contribution on pension plan

Your medical care:

  • Medical cash plans including optical and dental coverage
  • Enhanced maternity and paternity leave plan

Your daily health routine:

  • State of the art heart of house facilities including a gym, fitness classes, relaxation room, contemplation room and nursing mothers’ room
  • Colleague restaurant with healthy and balanced 24/7 food offerings
  • On-site occupational health and safety nurse and wellbeing education sessions

Other perks:

  • High street and online shopping discounts
  • Rewards and recognition initiatives
  • Dry cleaning for uniforms and work attire

We are delighted to receive your CV and will liaise with suitable candidates directly.