Head of Guest Experience

Role:

• The role of Head of Guest Experience is to ensure the highest level of service is delivered to both visitors and colleagues in the Head Office. The incumbent will consistently deliver service excellence, managing the Guest Services team to provide a seamless visitor experience and working with local stakeholders to enhance the colleague experience, adding value at every opportunity. Overseeing the catering and hospitality services and event teams, they will ensure an exceptional offering is provided in keeping with the client’s brand.

Key Responsibilities:

Service Excellence:

• To ensure that all visitors experience service excellence consistently according to departmental KPIs and objectives.
• To ensure that all colleagues experience service excellence consistently, providing a proactive response to colleagues on working floors, and efficient service throughout their day.
• Deliver a client-focused Colleague Experience, lead by example and work with the team to develop all aspects of colleague service in line with our vision and values.
• Constantly looking for ways to enhance the colleague experience with the support of the Head of Guest Services.
• To ensure accurate information is available to provide colleague support and liaise as a point of contact between business support teams.
• Liaising with key business colleagues and providing excellent customer service – encouraging the team to deliver “wow” moments when the opportunity arises.
• Ensure that the team are always taking ownership of colleague spaces.
• Proactively deal with enquiries, requests, or complaints in person, via the telephone or email, in a timely and professional manner ensuring effective problem resolution.
• Work with the catering provider to ensure an industry leading service to colleagues and drive the hospitality programme.
• Ensure a commitment to service excellence recognising colleagues with the STAR programme.

Colleague Experience & Communication:

• Create and run a proactive schedule of community events.
• Adaptable to work throughout the Colleague Experience operation providing leadership support appropriately.
• Effectively communicate to the senior management team, displaying accuracy and attention to detail both in verbal and written communication.
• Maintain a strong awareness of business activity communicating all updates with Team Leaders & Client stakeholders while building strong and lasting relationships.
• Escalate any new/ongoing/potential issues and complaints to the Head of Guest Services Manager so that they are addressed accordingly.
• Organise the training of new team members including induction plans and reviews to include a focus on experience.
• Ensure all Colleague Experience and Guest Services procedures are adhered to at all times.
• To Support and guide all Experience Ambassador Team Leaders with their daily tasks and personal development, to help improve each individual and overall service standards for colleagues. 

Leadership Support:

• To support the team’s awareness of business and team activity with regular and ad-hoc communication including team meetings and regular one to ones.
• Provide guidance, on Guest Services systems including visitor registration and events to support colleagues with any queries.
• To ensure that the Guest Services team are consistently aware of VIP activity throughout the site to ensure that service is exceeded at any touchpoint.
• Identify areas of opportunity within the wider team for training and development
• Ensure that all times you are adhering to the highest levels of personal presentation/appearance and wearing the correct uniform.
• Carry out service audits of both the guest and colleague areas to ensure they are operating with service excellence at the forefront.
• Operate in a pro-active manner that supports the entire Team, demonstrating a can-do attitude.
• Build and maintain a strong customer relationship with key influencers and floor champions.
• Support a culture of continuous learning within the team, supporting them on their journey of being a customer service professional.
• Promote and share best practice across the MENAT team to align service standards.