VIP Experience Manager

Job Ref: NOB2313 Branch: Nobu Hotel London Portman Square Location: London Portman Square, West London Salary/Benefits: Salary £36,688 plus approx £5,500 rooms service charge and benefits Contract type: Permanent Hours: Full Time Hours per week: 40 hours per week Posted date: 17/10/2024 Closing date: 19/11/2024 THE ROLE As VIP Experience Manager, you will be responsible for ensuring all of our VIP guests have a memorable stay with us; where we not only meet but exceed their expectations. You will lead by example and ensure the front of house team are able to anticipate guests needs and offer a service that is discreet and bespoke to them. You should uphold the highest standards and ensure the guest experience is always in line with Nobu Hotel London Portman Square standards. Manage and oversee the entire VIP guest journey from post reservation to check in through to departure. Review and forecast the incoming VIP guests on a daily basis in order to assign appropriate rooms according to preferences and needs, establish rapport before arrival and personalise the itinerary and amenities. Create a bespoke check in experience for VIP guests to ensure discretion and privacy if necessary. Identify opportunities for improvement, develop the appropriate action plan accordingly and implement guest relations strategies with the Front of House Manager & Director of Rooms to further enhance the guest experience. Ensure the Front of House Team and the wider hotel team are aware and briefed on all VIPs due. To be the key point of contact for any VIP guest staying with us ensuring you build a strong positive and ongoing relationship with them, Manage, inspire, and provide direction to all employees on the floor during shifts and during events. Be forward thinking and innovative when it comes to ways of working and best practice. To offer strong leadership, mentoring, and guidance to your team. To be an ambassador for Nobu as well as a strong leader who embodies our values and commitment to our teams. EXPERIENCE Leadership experience in a Guest Experience or Guest Relations Manager role. Luxury hospitality experience. Strong understanding of OPERA or similar reservation systems. BENEFITS OF JOINING OUR TEAM £1000 Refer a Friend Scheme 2 Hotel-wide social events a year including Employee Awards night Discounted overnight stays across Nobu properties Worldwide Discounted Pilates classes and Wellness treatments Opportunities to progress within our hotel and the wider portfolio Mental Health First Aiders within the team Access to Hospitality Action Up to 33 holiday days through length of service (25 days for those on 4 on 4 off) Cycle to Work Scheme Season Ticket Loan Discounts off all food and beverage Free meals whilst on duty (also beverages including tea/coffee/cold drinks) Flu Vaccinations Wellness initiatives #LI-NS Nobu Hotels effortlessly blends modern luxury and minimal Japanese tradition into the concept of a lifestyle hotel. Filled with cutting-edge design and stunning spaces, Nobu Hotels provides remarkable hospitable service and an unparalleled experience like nothing before. Helming from world renowned Chef Nobu Matsuhisa, Robert De Niro and Meir Teper, the Nobu Hotels concept is a remarkable conjunction of exquisite cuisine, innovation and creativity. Nobu Hotel London Portman Square features 249 guest rooms and suites, together with a Nobu restaurant, ballroom and meeting spaces beautifully conceptualised by London-based architecture and interior design firm, David Collins Studio, in conjunction with Make Architects. We are looking for great people that embody our core values of Kokoro, Smile, Family & Crafted. You will share our passion, deliver quality results and have the courage to be different and creative within your specialism. TPBN1_UKCT