Guest Experience Supervisor

TN United Kingdom; London; On-site; GBP 35,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Experience Supervisor to lead a dedicated team at a renowned venue. This pivotal role involves managing guest inquiries, ensuring exceptional service, and supporting a vibrant team environment. With a focus on outstanding hospitality, you'll be the first point of contact for guests, creating memorable experiences from the moment they reach out. The position offers a competitive salary, excellent benefits, and opportunities for personal and professional growth in a diverse and inclusive workplace. Join a team that values your contribution and fosters a culture of recognition and support.

Benefits

Complimentary meals

Exclusive rates for family and friends

Wellbeing and health benefits

Birthday off after a year

Refer a friend scheme

Regular social events

Employee assistance program

Reward and recognition initiatives

Qualifications

• Bright personality with a passion for outstanding hospitality.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Lead a team of guest experience agents managing calls and emails.
• Handle guest requests and ensure an amazing visit experience.
• Supervise daily operations and provide hands-on support.

Skills

Verbal Communication

Written Communication

Hospitality

Team Leadership

Education

None specified

Job description

Social network you want to login/join with:

Our Guest Experience Centre provides exceptional service to guests and members, driving bookings and revenue in all areas of The Ned. As a supervisor of a key team providing support to all operational departments, the Guest Experience Supervisor 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 Supervisor

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 Guest Experience management team, you will:

1. Lead a team of guest experience agents who will look after all incoming calls and emails for reservations for our restaurants, rooms, member services, and spa.
2. Handle guest requests and queries regarding their reservations, setting them up for an amazing visit.
3. Be a font of knowledge and enthusiasm for everything The Ned has to offer, making recommendations and upsells to future guests.
4. Supervise the daily operation, setting the team up for success and providing hands-on support.
5. As a junior member of the leadership team, you will be a guardian of outstanding hospitality and knowledge within your team, modelling behaviours and providing coaching, feedback, and training where needed.
6. Shifts vary, starting as early as 7am and finishing as late as 11pm.

What The Ned can give you:

1. Salary of up to £34,450 per year, including service charge.
2. Complimentary meals in our friendly team restaurant, Neddy’s including monthly payday breakfast.
3. Exclusive rates at The Ned for staying and eating for you, your family and friends.
4. Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping and cinema discounts.
5. Your birthday off, after a year of service and more holiday after five years of service.
6. Refer a friend scheme.
7. Regular social events, including an annual pool party.
8. Employee assistance program – 24/7 advice and support.
9. Reward and recognition initiatives.

What you can bring to the role:

1. As the first point of contact for guest and member enquiries, you’ll have a bright personality and genuine warmth with a passion for outstanding hospitality.
2. This role is almost exclusively on the phone and email, so excellent verbal and written communication is non-negotiable.
3. Ideally this role would be a stepping stone into a future management career, so a desire to progress is welcome but not essential.

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 Guest Experience Supervisor.