Head of Guest Experience and Concierge

The Head of Guest Experience and Concierge is responsible for creating exceptional, personalized experiences for all guests. This role combines leadership, service excellence, and destination expertise to deliver memorable stays for business travelers and leisure guests alike.

• Design and implement guest experience SOPs to ensure exceptional service 
• Maintain brand standards and ensure consistency across all guest touchpoints.
• Collect and analyze guest feedback to identify trends and areas for improvement.
• Introduce innovative and personalized initiatives to enhance guests’ experiences
• Oversee concierge operations, ensuring guests receive accurate, timely, and personalized assistance (e.g., reservations, transportation, local recommendations).
• Maintain premium partner portfolio (restaurants, transport, experiences)
• Personally handle high-profile or complex requests
• Centralise and manage: In-house restaurant reservations, external premium dining reservations, whilst ensuring guest preferences, dietary needs, and ‘status’ are communicated
• Coordinate closely with F&B for VIPs and special occasions
• Oversee all guest transfers, from airport, business appointments, events
• Manage VIP arrivals and special requests, ensuring a seamless and luxurious experience.
• Assist in the preparation of budget, forecast and coordinate with Finance Department for budgeting requirements