Are you an experienced hospitality manager with stellar guest service skills and excellent organisational ability? We have a great opportunity available with this luxury retail operation as Assistant Guest Services Manager. This role will assist in executing the hospitality strategy and reviewing processes to enhance efficiency. Please note own transport is required with this role.

Key responsibilities:

• Support the Guest Experience Manager in implementing hospitality and guest service strategies
• Act as ambassador of hospitality and guest service delivery 
• Ensure that the Front of House teams offer standards of excellence in the welcome and customer care of all visitors
• Partner with the wider Retail and Operations teams on a regular basis to ensure that the hospitality standards and services are delivered properly and consistently
• Contribute in shaping and establishing critical Hospitality/Service measures, ensuring that the team understands these standards and the part they play in delivering on these
• Own, oversee and diligently manage customer complaints and customer feedback to ensure that all comments are dealt with appropriately and feedback is collated and reported to the business in a programme of continuous improvement
• Identify opportunities for the introduction of new services and communicate this to the Guest Experience Manager
• Work closely with the Retail and Marketing teams to effectively plan for all key trading events and peak periods, including all key tourism and retail calendar events
• Manage and monitor KPI performance of gift card sales
• Support the operation of all Guest Services
• Support the Guest Experience Manager with weekly communication to the team of KPI’s
• Ensure security standards are met and adhered to at all time
• Ensure the department is fit to audit and provide an auditable trail facility
• Plan and deliver department budget, manage payroll budget, taking appropriate action to ensure cost effectiveness, as and when required
• Consistently manage and review the performance & development of the team

The ideal candidate:

• Minimum of three years’ experience in a guest-facing hospitality management role within a premium or luxury business/hospitality environment
• Excellent communicator and relationship builder
• Experience in retail sales with the ability to motivate and drive sales in a team is a strong advantage

• Strong commercial acumen

• Proven ability to manage a roster for a large team 
• Demonstrable leadership skills and record of people management
• Strong belief in the importance of an excellent customer experience / hospitality
• Interest in and knowledge of the local area
• Strong cultural awareness
• Solution-oriented and result-oriented
• A team player with the ability to collaborate across multi-functional teams at all levels, internally and externally
• Flexibility in terms of working hours & pattern including weekends and bank holidays
• Computer literate and high proficiency in Microsoft Office, particularly in Excel
• Fluent in English, additional European language would be beneficial
• Own transport required

Company benefits include:

• Pension scheme
• Life assurance
• Travel insurance
• Private healthcare
• Employee Assistance Programme
• Discounted shopping
• Referral bonus 
• And more!

This role involves constant guest interaction and service delivery and requires a calm presence, quick thinking and genuine dedication to service excellence…as well as an appreciation for the finer things in life! If this sounds like you, send in your CV today!