Assistant Guest Experience Manager

London Hilton on Park Lane is looking for an Assistant Guest Experience Manager to take on a key role in the launch of a team that will oversee the Executive Lounge, Personal Concierge Services, the experience of VIP guests including, pre and post stay & operation of the Leisure Club.

What will I be doing?

• As a part of a team of Assistant Guest Experience Managers you will assist the Guest Experience Manager with the daily operation of the Executive Lounge, Leisure Club, Design the VIP guest experience and provide personal Concierge Services to all guests.
• Take part and lead from the floor to ensure the Executive Lounge experience is always to a world class level.
• Support with and work in the Leisure Club ensuring the guest experience is to a world class level.
• Personally, create a bespoke journey for VIP guests from the time they book till after they have departed the hotel, including pre-stay communication, personalisation of room and communication during along with post stay communication to drive loyalty.
• Be a personal point of contact to all VIP guests during their stay ensuring their experience second to none.
• Have a commercial awareness always looking at ways to upsell the different areas in the hotel and generate overall revenue.
• Manage the daily operations of the Executive Lounge, overseeing the team, ensuring the food and beverage offerings are displayed attractively and served competently with your support.
• Be visible/participate/oversee key lounge operations (breakfast times/evening cocktails)
• Take care of VIP room assignments and room preparations including final rooms checks prior to arrival.
• Ensure all hotel departments are fully briefed on VIP Guest requirements both on arrival and during the guest stay.
• Ensure the Team delivers a friendly and can-do service with focus on excellence.
• Responsible of keeping an upbeat vibe maintaining an excellent level of positivism to ensure a good work climate.
• Responsible keeping the team on duty informed of
• Participates in the induction and training of new staff members, promoting the importance the hotels committed to excellence strategy and ensure compliance to FORBES 5* standards.
• Show passion about the image of the London Hilton and works with the marketing team to portray the new guest experience out on social media
• Expected to work 5 days a week at varied times both in the evening and at breakfast to capture the peak hours with in the Guest Experience department that will operate out of the Executive Lounge.

What are we looking for?

• An enthusiastic person to play a key role in this exciting project that marks a new beginning of continuous personalised service throughout the hotel.
• Previous supervisory experience within a Hilton branded or a 5* branded hotel in the either at Front Desk, Executive Lounge or Food and Beverage.
• Excellent personal presentation and communication skills, both verbal and written.
• Knowledge of ONQ Property Management System is good to have but not essential.
• A degree or equal in Hospitality Management or equal is good but not essential.