Head Of Guest Experience in London

We are on the search for a high calibre Head of Guest Experience who can take the lead in handling and analysing guests’ feedback.

As a world-class, global restaurant business and brand, delivering quality post-dining experience is vital. Therefore this role sits at the very heart of our business. You’ll need to be a strong, experienced Guest Services expert with a rich understanding of the hospitality standards.

The Head of Guest Experience is responsible for overseeing the daily operations of the guest services team to ensure an exceptional guest experience. This role involves managing the team, handling reservations, guest relations, VIP services, and supporting various programmes that enhance guest satisfaction and loyalty.

Key accountabilities for this role are:

• Oversee the guest services team
• Direct and monitor daily activities and performance of the team to ensure high standards of service
• Manage all aspects of guest relations, including handling reservations, coordinating unique guest experiences, and providing VIP services
• Lead initiatives to promote additional services and products to enhance guest experiences and drive revenue
• Optimise and maintain the reservation system
• Assist with handling guest data access requests and ensure compliance with privacy regulations
• Manage and produce reports on guest interactions, satisfaction, and other key metrics to inform strategic decisions

The successful candidate will demonstrate the following:

• Ability to lead and motivate a team, encouraging a positive and productive work environment
• Strong verbal and written communication skills
• Proactive and resourceful approach to resolving issues and enhancing guest experiences
• Deep commitment to understanding and meeting guest needs and expectations
• Attention to Detail
• Experience in the hospitality industry, particularly in managing guest services and reservations
• Extensive experience and champion for reservation systems (OpenTable) and database management
• Strong organisational Skills
• Analytical Skills

What we offer you:

• Competitive Pay Rate
• Wage stream employer-Employees can access up to 50% of wages before payday
• Access to our world-class training & development opportunities globally
• Work with and learn from extraordinary culinary and front-of house talent in a diverse, energizing and professional restaurant environment
• A fantastic 50% staff discount on food and drink in UK restaurants
• 50% discount on Gordon Ramsay Academy classes & courses for you and Friends & Family
• 30% discount for your Friends & Family in all UK Restaurants
• Preferential Room Rates at Gordon Ramsay Restaurants partner hotels.
• Gympass - discounted membership and access to hundreds of gyms, studios, fitness classes and wellness apps
• MYNDUP - you can get up to 2 hours a month free, anonymous mental health support & wellbeing, counselling or therapy
• Meals on duty
• 50% off an annual CODE membership

If you have a passion for food and are looking to develop your career in a best-in-class global restaurant group, we would love to hear from you.

We do receive a high volume of applications and are only able to contact those who have been successful in moving to the next stage of the recruitment process.