Guest Experience Manager

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As Guest Experience Manager, you will be responsible for ensuring all of our VIP guests have a memorable stay with us; where we not only meet but exceed their expectations. You will lead by example and ensure the front of house team are able to anticipate guests needs and offer a service that is discreet and bespoke to them. You should uphold the highest standards and ensure the guest experience is always in line with Nobu Hotel London Portman Square standards.

• Manage and oversee the entire VIP guest journey from post reservation to check in through to departure.
• Review and forecast the incoming VIP guests on a daily basis in order to assign appropriate rooms according to preferences and needs, establish rapport before arrival and personalise the itinerary and amenities.
• Create a bespoke check in experience for VIP guests to ensure discretion and privacy if necessary.
• Identify opportunities for improvement, develop the appropriate action plan accordingly and implement guest relations strategies with the Front of House Manager & Director of Rooms to further enhance the guest experience.
• Ensure the Front of House Team and the wider hotel team are aware and briefed on all VIP's due.
• To be the key point of contact for any VIP guest staying with us ensuring you build a strong positive and ongoing relationship with them,
• Manage, inspire, and provide direction to all employees on the floor during shifts and during events.
• Be forward thinking and innovative when it comes to ways of working and best practice.
• To offer strong leadership, mentoring, and guidance to your team.
• To be an ambassador for Nobu as well as a strong leader who embodies our values and commitment to our teams.

EXPERIENCE

• Leadership experience in a Guest Experience or Guest Relations Manager role.
• Luxury hospitality experience.
• Strong understanding of OPERA or similar reservation systems.

BENEFITS OF JOINING OUR TEAM

• £1000 Refer a Friend Scheme
• 2 Hotel-wide social events a year including Employee Awards night
• Discounted overnight stays across Nobu properties Worldwide
• Discounted Pilates classes and Wellness treatments
• Opportunities to progress within our hotel and the wider portfolio
• Mental Health First Aiders within the team
• Access to Hospitality Action
• Up to 33 holiday days through length of service (25 days for those on 4 on 4 off)
• Cycle to Work Scheme
• Season Ticket Loan
• Discounts off all food and beverage
• Free meals whilst on duty (also beverages including tea/coffee/cold drinks)
• Flu Vaccinations
• Wellness initiatives

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