Guest Experience Manager

The Ned City of London Sales; London; On-site; GBP 39,000; Full time

Job summary

Join a vibrant hospitality environment as a Guest Experience Manager, where you will lead a dedicated team to enhance guest satisfaction. This pivotal role involves supporting operational excellence and fostering a culture of outstanding service. You will play a crucial part in shaping memorable experiences for guests, from pre-arrival to post-departure, while developing your leadership skills in a dynamic setting. The Ned offers a unique atmosphere with a focus on teamwork, inclusivity, and personal growth, making it an exciting opportunity for those passionate about hospitality.

Benefits

Complimentary meals

Exclusive rates for family and friends

Wellbeing and health benefits

Birthday off

Paid volunteer day

Refer a friend scheme

Regular social events

Employee assistance program

Reward and recognition initiatives

Qualifications

• Proven leadership experience in delivering outstanding guest service.
• Ability to manage team performance and recruitment effectively.

Responsibilities

• Support the Head of Guest Experience in operational and people performance.
• Lead a team handling reservations and guest inquiries.

Skills

Leadership

Guest Service

People Management

Commercial Mindset

Calm Demeanor

Job description

Our Guest Experience Centre provide exceptional service to guests and members, driving bookings and revenue in all areas of The Ned. As a leader of a key team providing support to all operational departments, the Guest Experience manager is a pivotal role that keeps things running smoothly and influences amazing guest experiences from pre-arrival to post-departure.

Do you want to join one of the best places to work in hospitality?

What’s the role?

Guest Experience Manager

About The Ned:

The Ned and Ned’s 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 Ned’s Club - a private members’ space, gym and rooftop - alongside a public spa, a whole floor of event spaces, ten restaurants and bars and 250 hotel bedrooms.

Reporting into the Head of Guest Experience, you will:

• You’re the right-hand person to the Head of GEC, supporting them in delivering all operational, commercial, experiential, and people performance
• Support with all people leadership tasks - including team recruitment, development and performance chats, onboarding new starters - this is a great role for an ambitious manager who wants to build their people management skillset
• Lead a team of guest experience supervisors and agents who will look after all incoming calls and emails for reservations for our restaurants, rooms, member services, and spa
• Be a font of knowledge and enthusiasm for everything The Ned has to offer, making recommendations and upsells to future guests whilst also instilling this same sense of advocacy in your team
• Shifts vary, starting as early as 7am and finishing as late as 11pm

What The Ned can give you:

• Salary of up to £38,900 per year, including service charge
• Complimentary meals in our friendly team restaurant, Neddy’s including monthly payday breakfast
• Exclusive rates at The Ned for staying and eating for you, your family and friends
• Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping and cinema discounts
• Your birthday off, after a year of service and more holiday after five years of service
• Paid volunteer day
• Refer a friend scheme
• Regular social events, including an annual pool party
• Employee assistance program – 24/7 advice and support
• Reward and recognition initiatives

What you can bring to the role:

• Previous leadership experience with a proven track record of delivering outstanding guest service, and people management
• A commercial mindset is non-negotiable in our leaders. As a manager you will support your Head of Department in delivering excellent financial performance and results
• Our operation can be a high-pressure environment, but you’ll be the steady presence that our team look to, so a calm demeanour and a genuine passion for providing guests with an exceptional experience every time will be second nature to you

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 the right to work in the UK to be considered for this role.

Apply today and join us as Guest Experience Manager

#lovethened