Head of Guest Experience – Premium Leisure venue in London
Salary: 75,000 - £85,000+
Location London
Ready to Make a Difference? If you have experience working in Premium venues offering 5* Guest service across multiple departments this could be your ideal role!
Key Responsibilities:
Lead and support the Guest Experience Team for exceptional consumer experiences.
Responsibility for ensuring smooth coordination between the different service concepts (F+B, members club, visitor attraction, C&E and entertainment venues).
Custodian of the vision to create special and memorable moments for guests.
Working with the Event Delivery and Catering Team on preparations, standards of performance and the execution of events to a high standard
Oversee the entire guest journey, collaborating with F&B, venue presentation, security, guest relations, and maintenance teams.
Develop a comprehensive guest engagement strategy.
Shape the future of guest experiences at a premier venue.
Develop a comprehensive strategy for guest engagement, using the latest A.I technology Collaborate with internal and external key partners.
Coordinate between different service concepts for a seamless experience.
Review and respond to premium guest feedback and complaints on behalf of the business.
Act as the escalation point for significant complaints, ensuring positive outcomes.
Requirements:
Proven track record of leadership in a busy operational environment.
Excellent communication skills to inspire and coach teams for optimal guest engagement.
The ability to shape the future of guest experiences at a premier venue.
Attention to detail for fast-paced, complex work situations.
Flexibility and adaptability for evening, weekend, and holiday availability.
