WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE. 

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Conrad London St James is one of Hilton’s three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10% in the world.

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A World of Rewards:

\n\nCompetitive plus upsell incentives \nA global travel program for team members\nUniforms\nMeals whilst on duty\nTo be part of a fabulous team\n\n

The hotel located in the heart of Westminster, as well as 256 beautifully appointed bedrooms our outlets within the hotel offer its teams the opportunity to join exciting food and drink concepts, with the standards and luxury service Conrad is famous for. Supported by celebrity chef Sally Abe, they consist of: 

\n\nThe Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub \nThe Hedgerow, the hotel’s first cocktail bar, which takes inspiration from the beauty of the traditional British countryside \nThe Pem, a glamourous and elegant restaurant in the centre of the hotel showcasing classic British cuisine using modern techniques \nThe Orchard, for afternoon teas and lighter meals \nThe Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service.\nSeven Meetings & Events Spaces, perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James. \n\n

What will I be doing?

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The Guest Experience Manager at Conrad London St James is responsible for leading and overseeing the Guest Relations Team, Duty Managers and Personal Concierge Services, ensuring the highest level of personalised service for all guests. This role involves managing the entire guest experience, from pre-arrival to post-departure, including in-room check-ins and tailored amenities. The role involves coordinating with all hotel departments to exceed guest expectations and maintain the highest standards of service throughout their stay.

\n\nReporting the Assistant Front of House Manager, you will recruit, train, and manage a team that is responsible for the key aspects of the Guest Journey. \nLead the daily operations of the Guest Relations & Duty Manager team\nYou will continually design and re-design the VIP guest experience and provide personal concierge services to all guests with your team. \nVIP Management: Categorise and oversee the service delivery for various VIP levels, ensuring each receives appropriate amenities and attention.\nContinuously design and develop the fitness room experience.\nCreate a detailed, personalized VIP luxury experience journey for each guest, starting from the moment they book until after their departure. This includes pre-stay communication, giving emphasis in tailored welcome arrival arrangements and amenities, room selection, ongoing communication during their stay, and post-departure follow-up to drive loyalty, all while maximising the use of the Engage platform.\nLead daily meetings to align staff on VIP arrivals, needs, and departures; collaborate with Sales and Marketing to identify VIP guests. Additionally, between departments, focusing on coordinating between Front Office, Concierge, Housekeeping, Room Service, Main Kitchen and Executive Office. \nAgree budgets and manage and allocate resources effectively, ensuring cost-efficient delivery of luxury services.\nDaily checks of VIP services, VIP guests’ rooms and amenities for consistency and quality; address guest feedback and complaints promptly.\nBuild strong relationships with repeat VIPs and ensure their preferences are consistently met.\nAlways look for ways to upsell the different areas in the hotel and generate overall revenue. \nHave final responsibility over VIP room assignments and preparations including final rooms checks prior to arrival.\nMonitor staffing levels to meet cover business demands\nServe as the main point of contact for VIP guests and ensure all hotel departments are fully briefed on all Guest requirements both on arrival and during the guest stay.\nEnsure the Team projects a professional manner with an emphasis on hospitality and Guest service\nEnsure the Team complies with Hotel security, fire regulations and all health and safety legislation training\nResponsible of establishing an upbeat vibe within the work place and maintaining an excellent level of positivism to ensure a good work climate.\nResponsible of transmitting all information regarding events, key celebration days and activities that affect the operation of the hotel to your team. \nParticipates in the induction and training of new staff members, promoting the importance of hotel’s luxury service standards and compliance to them.\nShow passion about the image of Conrad London St James and work with the marketing team to portray the guest experience out on social media\nWill be using online platforms for enhancing the real-time communication with guests, address their needs promptly and ensure exceptional guest experiences throughout their stay.\nIncluding actively monitoring online reviews, responding to guest feedback, and implementing strategies to uphold and enhance the hotel's brand reputation\nMaintain a visible presence in the lobby as a journey ambassador, enhancing guest services. Ensure key times are spent in the executive lounge to engage with guests.\nExpected to work any 5 days out of 7 at varied times to capture the peak hours and be available for key VIP arrivals and departures\nCover Duty Manager shifts as required. \nExecute Health and Safety procedures as required (e.g., fire drills, food safety investigations) and ensure adherence to Hilton's policies and regulations through regular inspections to maintain high standards.\nQuickly address and resolve any operational issues or emergencies during your shift, making effective decisions to minimise disruptions to guests and operations. \nTake ownership of pro active approach to guest services to avoid problems from re-occurring. \nSupport all other departments as and when \n\n

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What are we looking for?

\n\nAn enthusiastic person with the right experience to lead a great team to new heights \nPrevious experience of leading with teams in a 5* hospitality environment is essential to the role.\nExcellent personal presentation and communication skills, both verbal and written.\nKnowledge of ONQ Property Management System is good to have but not essential.\nA degree in hospitality management or equal is helpful but not essential.\n\n

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Travel:

\n\nSt James Park Tube Station – District & Circle Line – across the road\nWestminster Tube Station – Jubilee Line (4 Mins Walk)\nVictoria Station (8 Mins Walk)\nWaterloo Station (10 Mins Walk)\n\n

 

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