Head of Guest Experience - The London EDITION

Job description

The London EDITION represents authentic comfort, extraordinary style and an exceptional level of service in a uniquely individual environment. Located in the Fitzrovia neighborhood of central London, the property brings together the integrity and character of a historic building with a simple, sophisticated design sensibility to create a seamless blend of charisma and ease. With 173 guest rooms, a vibrant restaurant, multiple bars, event spaces, and meeting rooms, the hotel offers a dynamic social hub where guests and visitors can work, relax, and experience all the benefits of a home away from home.

Desired profile

JOB SUMMARY

Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Responsible for all Guest Experience functions and employees. Areas of responsibility include Guest Experience Department, Guest Experience Switchboard Operations, Guest Services and Concierge where applicable. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. Serves as the hotel Manager on Duty and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel related situation. Is the properties Guest Relations Manager and handles the tracking of service issues. Is responsible for proactively enhancing the whole guest experience from post arrival to pre departure and when required, will perform duty manager roles.

BUSINESS CONTEXT – EDITION

EDITION is the industry's first truly global lifestyle hotel brand that successfully combines a personal, intimate and unique hospitality experience on a global scale. Developed in collaboration with Ian Schrager and Marriott Intl., EDITION combines outstanding innovation and design with the highest levels of service execution. It achieves this goal by bringing great personal, friendly, modern service as well as outstanding, one-of-a-kind food, beverage and entertainment offerings... “all under one roof”.

EDITION responds to new emerging cultural and social imperatives. It reflects these changing lifestyles and caters to a vast underserved market of guests expecting and in turn demanding a unique experience, not merely a place to sleep. Each hotel is rare in its individuality, authenticity, originality and unique ethos that reflects the best of the cultural and social milieu of its location and of the time.

EDITION is about an attitude and the way it makes you feel rather than the way it looks. The attitude comes alive to guests via their senses. The brand has unique language, modern visual appeal, music and scent.

Scope Measures:
·  A Full Time position based at The London EDITION Hotel
·  Number of Direct Reports – up to 20
·  Size of Unit (Number of Rooms) 173
·  Classification of Unit (AAAA – D) B

CANDIDATE PROFILE

Education and Experience
·  High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.
OR
·  2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
EDITION is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. EDITION does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.