Guest Experience Manager
¦ Kildare Village ¦ Permanent Full time
Something Extraordinary Every Day
As our
Guest Experience Manager
you will make the guest interaction special right from the start and doing their utmost to ensure all guests feel welcome and cared for. You will work closely with the visitor centres and other guest-facing teams, pro-actively driving and developing a very high standard of hospitality excellence.
This role is based onsite at Kildare Village and operates on a rota, requiring you to work 40 hours per week across five out of seven days.
What you will be doing
The key responsibilities of this role will include some or all the following:
* Manage, develop and achieve high standards of guest hospitality, service and experience
* Inspire others by acting as a role model in hospitality for the guest facing team including visitor centre, security, cleaning, as well as store staff
* Manage and increase guest data capture at the visitor centre and share the insights with the business
* Identify opportunities for continuous improvement of service, delivery and standards of excellence
* Stay up to date with the following information and apply it to enhance the level of guest experience and services of the Village
* Shopping habits
* Trends and developments in the "Experience Economy"
* The optimisation of technology to engage with, and retain guests
* Proactively provide new ideas to the business to continuously enhance the level of guest experience within the Village
* Manage planning and resources within the team in line with guest needs, seasonal activities and initiatives
* Oversee, control and report on the budget of the visitor centre
* Develop close relationships and clear lines of communication with Marketing, Partnership, Retail and Operation teams to be aligned with the commercial calendar and lead cross collaboration opportunities in delivering and raising the levels of guest experience and hospitality
* Support village projects to successfully implement initiatives and events through task force and milestone planning and collaboration
What makes you special
Every colleague is an entrepreneur at heart and this drives our organisational culture, which values invention, innovation and risk taking. To be successful with us, you'll have:
* Ideally previous experience in luxury retail or hospitality industry
* Demonstrate a desire and enthusiasm on delivering exceptional guest experience and hospitality
* A transformational and motivational leader with the ability to inspire others
* Demonstrate innovation and the willingness of continuous improvement to raise the bar
* Strong cultural awareness with regard to managing expectations of guests from diverse countries
* Able to leverage relationships and stakeholders, internally and externally to drive results
* Excellent interpersonal and communication skills
* Able to work well with different levels across the business
* Ability to multitask operational and strategic projects, staying calm in a high pressured environment
* Self confident and able to work with minimum supervision
* A transformational and motivational leader with the ability to inspire others
* Able to prepare and deliver compelling presentations
There's no one quite like us
The Bicester Collection are the worlds' leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 12 Villages in Europe, China and USA as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.
Our Vision is to be the best shopping destination in the world.
Our Mission is to make the lives of others better including our brands, our guests, our people and our communities.
Our Brand Promise is to offer something extraordinary every day.
Our Five Values are the glue that bind us together and allows us to lead ahead:
* Authenticity - Always do the right thing
* Innovation - Think outside of the box
* Passion - Do what you love and love what you do
* Critical Thinking - Challenge the obvious
* Vision - Be mission driven always
Why we're exceptional
The key to our success is the quality and commitment of our people. In return for your hard work and commitment to our values, you'll receive a generous salary and we'll also reward you through our Feel Good Programme which offers the following benefits:
* Lifestyle
* Our Lifestyle benefits include life assurance, income protection, pension, leisure travel insurance, an electric car scheme, a discounted shopping portal, discounts across our Villages, a referral bonus and season ticket loans.
* Physical
* Our Physical health benefits include private medical cover, virtual doctor support, dental insurance, health screening, a cycle-to-work scheme, eye care and flu vaccinations.
* Mental
– Our Mental health benefits include access to professionals as well as support from trained mental health 'first aiders' from across the business, an employee assistance programme and free access to Headspace and Thrive, two of the most well respected mental well-being apps.
* Social
* Our social programme is designed to help us connect and, most importantly, have fun Benefits include yoga classes, summer parties, outdoor team activities, time away from the office to enjoy special occasions such as birthdays, getting married, moving house and, of course, taking a well-deserved break.
Come and live your story with us
At The Bicester Collection, we are focused on attracting and retaining the best talent. We believe in fostering an open culture, which supports our people to thrive and creates a sense of belonging. Working at the Bicester Collection means entering an inclusive space where all perspectives are valued, ideas are shared freely, and creativity is encouraged.