Clark Recruitment are recruiting a Guest Experience Assistant Manager for our Kildare based client. Our client specialises in the creation and operation of luxury shopping destinations.
As a Guest Experience Assistant Manager you will be responsible for supporting the Guest Experience Manager to implement strategies in terms of Hospitality and Guest Services. This position forms part of the management team and interfaces with all the different departments. You will assist with the management of all guest services which is responsible for:
- Management of all visitor enquiries comments and complaints via phone, e-mail, face to face.
- Promotion of key services including Valet Service, Hands Free Shopping, Personal Shopping and Gift Card sales.
- Management of coach arrivals and bookings.
- Driving sign ups to database as well as promoting and providing information.
KEY RESPONSIBILITIES:
- Support the Guest Experience Manager to Implement strategies for Hospitality & Guest Services.
- Be the example and ambassador of Hospitality and Guest Service delivery.
- Ensure that the Concierge Team, and Concierge offers standards of excellence in the welcome and customer care of all domestic and international visitors.
- Partner with the 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, such as Easter, Christmas, Chinese New Year etc
- Manage and monitor KPI performance of Gift card sales, through close review, timely reporting and follow up.
- Support the operation of all Guest Services.
- Support the Guest Experience Manager with Weekly communication to the team of KPI’s, to ensure that all staff understand their role in delivering them.
- Ensure security standards are met and adhered to at all times.
- Ensure the department is fit to audit and provide an auditable trail facility.
- Plan and deliver department budget, manage the payroll budget, taking appropriate action to ensure cost effectiveness, as and when required.
- Consistently manage and review the performance & development of the team.
SKILLS, EXPERIENCE & QUALIFICATIONS REQUIRED:
- Excellent Communicator and relationship builder.
- Inherently acts as an exemplary ambassador .
- Proven track record of operating as a successful Hospitality Manager with a Hotel or other service driven environment.
- Strong commercial acumen.
- Demonstrable leadership skills and record of people management.
- Proven ability to manage a roster for a large team to include weekend and weekday shifts.
- Ability to plan, prioritise effectively.
- Able to work individually or as part of a team.
- Easily collaborates across multi-functional departments.
- Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence.
- Sound critical thinking skills and solution orientated.
- Demonstrates drive, resilience and flexibility when working in a dynamic and fast paced environment.
- Flexibility in terms of working hours & pattern (including weekends and Bank Holidays.
- Interest in and knowledge of the local area.
- Strong cultural awareness.
- Fluent in English.- other European languages advantageous.
- Computer literate and fully competent in preparing regular reporting (statistical & financial)
For more information about this excellent opportunity, please contact Niamh Gaffney for a private and confidential conversation on 045881888 or email your CV to ngaffney@clark.ie
