Head of Guest Experience

4 weeks ago

Dubai, United Arab Emirates ManpowerGroup Talent Solutions Full time
JobDescription

Role:

  • The role of Head of Guest Experienceis to ensure the highest level of service is delivered to bothvisitors and colleagues in the Head Office. The incumbent willconsistently deliver service excellence, managing the GuestServices team to provide a seamless visitor experience and workingwith local stakeholders to enhance the colleague experience, addingvalue at every opportunity. Overseeing the catering and hospitalityservices and event teams, they will ensure an exceptional offeringis provided in keeping with the client’sbrand.

KeyResponsibilities:

ServiceExcellence:

  • To ensurethat all visitors experience service excellence consistentlyaccording to departmental KPIs andobjectives.
  • To ensure that all colleaguesexperience service excellence consistently, providing a proactiveresponse to colleagues on working floors, and efficient servicethroughout their day.
  • Deliver a client-focusedColleague Experience, lead by example and work with the team todevelop all aspects of colleague service in line with our visionand values.
  • Constantly looking for ways toenhance the colleague experience with the support of the Head ofGuest Services.
  • To ensure accurate informationis available to provide colleague support and liaise as a point ofcontact between business supportteams.
  • Liaising with key business colleaguesand providing excellent customer service – encouragingthe team to deliver “wow” moments when theopportunity arises.
  • Ensure that the team arealways taking ownership of colleaguespaces.
  • Proactively deal with enquiries,requests, or complaints in person, via the telephone or email, in atimely and professional manner ensuring effective problemresolution.
  • Work with the catering provider toensure an industry leading service to colleagues and drive thehospitality programme.
  • Ensure a commitment toservice excellence recognising colleagues with the STARprogramme.

Colleague Experience &Communication:

  • Createand run a proactive schedule of communityevents.
  • Adaptable to work throughout theColleague Experience operation providing leadership supportappropriately.
  • Effectively communicate to thesenior management team, displaying accuracy and attention to detailboth in verbal and writtencommunication.
  • Maintain a strong awareness ofbusiness activity communicating all updates with Team Leaders& Client stakeholders while building strong and lastingrelationships.
  • Escalate anynew/ongoing/potential issues and complaints to the Head of GuestServices Manager so that they are addressedaccordingly.
  • Organise the training of new teammembers including induction plans and reviews to include a focus onexperience.
  • Ensure all Colleague Experience andGuest Services procedures are adhered to at alltimes.
  • To Support and guide all ExperienceAmbassador Team Leaders with their daily tasks and personaldevelopment, to help improve each individual and overall servicestandards for colleagues.

LeadershipSupport:

  • To support theteam’s awareness of business and team activity withregular and ad-hoc communication including team meetings andregular one to ones.
  • Provide guidance, on GuestServices systems including visitor registration and events tosupport colleagues with any queries.
  • To ensurethat the Guest Services team are consistently aware of VIP activitythroughout the site to ensure that service is exceeded at anytouchpoint.
  • Identify areas of opportunitywithin the wider team for training anddevelopment
  • Ensure that all times you areadhering to the highest levels of personal presentation/appearanceand wearing the correct uniform.
  • Carry outservice audits of both the guest and colleague areas to ensure theyare operating with service excellence at theforefront.
  • Operate in a pro-active manner thatsupports the entire Team, demonstrating a can-doattitude.
  • Build and maintain a strong customerrelationship with key influencers and floorchampions.
  • Support a culture of continuouslearning within the team, supporting them on their journey of beinga customer service professional.
  • Promote andshare best practice across the MENAT team to align servicestandards.

Skills

Attributes andRequirements:

  • At least2 years or more in leadership (team leader) experience within aFront of House role in hospitality, airline, or relatedindustry.
  • Excellent written and verbalcommunication in Arabic and English(bilingual).
  • Self-motivated service leadercommitted to driving serviceexcellence.
  • Experienced in leading clientservices and standard operating procedures and otherinternal/external communicationmethods.
  • Ability to demonstrate empathy,excellent customer service and practicalskills.
  • Must have excellent organisationalskills and good attention to detail.
  • Must becomputer literate including MS office.
  • Abilityto use own initiative and takesownership.
  • Professional and high standard ofoverall communication.
  • Should have an excellentand positive “can do attitude” and a great teamplayer and leader.
  • Able to work in a busy andpressurised environment providing a discreet and personalisedservice.

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