Guest Experience Manager

Our Guest Experience Centre provide exceptional service to guests and members, driving bookings and revenue in all areas of The Ned. As a leader of a key team providing support to all operational departments, the Guest Experience manager is a pivotal role that keeps things running smoothly and influences amazing guest experiences from pre-arrival to post-departure.,

• You're the right-hand person to the Head of GEC, supporting them in delivering all operational, commercial, experiential, and people performance
• Support with all people leadership tasks - including team recruitment, development and performance chats, onboarding new starters - this is a great role for an ambitious manager who wants to build their people management skillset
• Lead a team of guest experience supervisors and agents who will look after all incoming calls and emails for reservations for our restaurants, rooms, member services, and spa
• Be a font of knowledge and enthusiasm for everything The Ned has to offer, making recommendations and upsells to future guests whilst also instilling this same sense of advocacy in your team
• Shifts vary, starting as early as 7am and finishing as late as 11pm
  
  Previous leadership experience with a proven track record of delivering outstanding guest service, and people management
• A commercial mindset is non-negotiable in our leaders. As a manager you will support your Head of Department in delivering excellent financial performance and results
• Our operation can be a high-pressure environment, but you'll be the steady presence that our team look to, so a calm demeanour and a genuine passion for providing guests with an exceptional experience every time will be second nature to you
  
  The Ned and Ned's Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time.
The Ned launched in 2017 in the heart of the City, in the former Midland Bank headquarters. The Ned City of London houses Ned's Club - a private members' space, gym and rooftop - alongside a public spa, a whole floor of event spaces, ten restaurants and bars and 250 hotel bedrooms., At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality., The Ned and Ned's Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to met, work, and have a good time. The Ned City of London is situated in the heart of the City, in the former Midland Bank headquarters, and houses Ned's Club, a private members' space, gym and rooftop, alongside a public spa, ten restaurants and bars and 250 hotel bedrooms. Working at The Ned means having access to some of the best reward and benefits in the business, an inclusive workplace with a lot of fun, amazing teammates, and endless opportunities to grow your career in hospitality. Our aim is to ensure our guests, members, customers and team members all have an amazing time - and we know that it's our people who make that happen. Do you want to join the best place to work in hospitality?


• Salary of up to £38,900 per year, including service charge
• Complimentary meals in our friendly team restaurant, Neddy's including monthly payday breakfast
• Exclusive rates at The Ned for staying and eating for you, your family and friends
• Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping and cinema discounts
• Your birthday off, after a year of service and more holiday after five years of service
• Paid volunteer day
• Refer a friend scheme
• Regular social events, including an annual pool party
• Employee assistance program - 24/7 advice and support
• Reward and recognition initiatives