Head of Guest Experience

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.

For more information contact or call David Allen on