Assistant Guest Experience Manager

Assistant Guest Experience Manager / Assistant Hospitality Manager (m/f/d)

Ingolstadt Village

POSITION SUMMARY:

The Village Assistant Guest Experience Manager (m/f/d) will support the daily operation of the Concierge Services, and roving concierge services, in line with the strategy to support hospitality, destination marketing/partnerships, retail services and village initiatives. A key element to this role is planning, managing day to day operations and enhancing the delivery of world class guest experience.

The Assistant Guest Experience Manager will need to take robust and positive steps to drive guest service excellence, grow guest services sales, ensure the seamless delivery of tourism partnerships, guest data capture promotion and best practice, analytical reporting to Village team, integration of village initiatives and maximising the profitability of the Concierge Services through the Retail offer and supporting services.

The Assistant Guest Experience Manager is an integral part of the Guest Services and Hospitality team of Ingolstadt Village; the person will provide valuable contribution to overall Village commercial success through close cooperation with Retail, Marketing, Destination Marketing/Partnerships and other departments. The incumbent will actively represent the Team in relevant Village and wider meetings (among Villages, with Central, with external partners).

KEY RESPONSIBILITIES:

• Supporting the Guest Experience Manager to deliver in-village services, private client services, team management and commercial event delivery
• Oversee in village guest experience supervision and first escalation for the day to day operation of the Visitor Centre team and in-village concierges
• To work closely with the Village Retail team to help drive footfall to targeted boutiques (capture rate) and promote targeted product as well as promote F&B services
• Reporting on key data including guest feedback and utilise the data to propose action plans and improved guest journeys
• To grow and promote sales & profitability of Village services and be the driving force of daily targets and KPI’s within the team
• Oversee messaging, engagement, complaint handling and promotion with all guests
• Manage staff planning and support the Guest Services Manager in planning and adhering to commercial budgets
• Develop the team in line with goals and performance processes, and develop effective relationships with key stakeholders

Hospitality & Village Initiatives

• Ensure the team delivers excellence in welcome and engagement of all guest segments, through training and support programmes
• Proactively plan for all key trading events, village initiatives and peak periods in line with the commercial calendar
• Identify opportunities for the introduction of new services and enhancements to current services
• Manage customer complaints and feedback, to ensure that all comments are dealt with appropriately, collated and reported to the business in a programme of continuous improvement

Destination Marketing/Partnerships

• Supervise collection and management of key tourism and marketing data, producing timely and accurate reports in accordance with Value Retail and Destination Marketing/Partnerships requirements
• Work on key projects in collaboration with our Destination Marketing/Partnerships department 

People Management

• Consistently manage and review the performance & development of the team

PROFILE:

• Proven leadership track record in managing and operating a successful Hospitality/Retail/ Event environment and team
• Strong commercial acumen and the ability to deliver at a strategic level, with sound analytical insights
• Transformational leader, fully conversant in the change process and an inspiring presence
• Preferred experience of sales in a Retail setting, with the ability to motivate and drive sales in a team
• Exemplary critical thinking skills and solution orientated
• Demonstrates drive, resilience and flexibility when working in a dynamic a fast paced environment
• Flexibility in terms of working hours & pattern (including weekends and Bank Holidays
• Interest in and knowledge of the local area and strong cultural awareness
• Preferred experience in a premium / luxury environment
• Intuitively understands the importance of excellence of customer experience / hospitality
• Fluent in German and English; knowledge of other languages advantageous
• Fully computer literate and competent in regularly preparing various reports