Assistant Guest Experience Manager

Assistant Guest Experience Manager, Kildare Village

About the role

As our Assistant 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.

Key responsibilities

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

o Shopping habits

o Trends and developments in the “Experience Economy”

o 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

About You

We are looking for an individual who can display the following experience and skills:

• 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

• Fluent in English and local Village language, any other language would be beneficial

Key competencies at Your level

The Bicester Collection has developed a competencies framework that supports career path and it’s defined at 3 levels, individual, managerial and leadership level. In this role, at the individual level, the key competencies are:

• Be Action-Oriented - Grab opportunities and challenges with enthusiasm, speed and a sense of urgency

• Be Resilient - Bounce back successfully from difficult situations

• Be Tactful and switched on about relationships - Build trust and bond with diverse groups of people

• Build Trust - Earn trust through authenticity, honesty and integrity

• Foster Collaboration - Build partnerships and work collaboratively with others to achieve results

• Guest-Centricity - Deliver guest-centric solutions in line with The Bicester Collection’s vision and mission

• Handle Complexity - Make sense of multifaceted, contradictory and high-quality information to solve problems

• Manage Ambiguity - Effectively deal with unclear situations

• Show Adaptability and Agility - Demonstrate flexibility in your approach to tackle and solve business challenges

• Show Self-Awareness - Proactively gather feedback to build a true picture of your strengths and areas for improvement