Head of Guest Experience

Overview

Our Guest Experience Centre provide exceptional service to guests and members, driving bookings and revenue in all areas of The Ned. As the leader of a key team providing support to all operational departments, the Head of Guest Experience is a pivotal role that keeps things running smoothly and influences amazing guest experiences from pre‑arrival to post‑departure. Reporting into the Hotel Director, you will be the primary point of contact for all guest and member interactions.

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, ten restaurants and bars and 248 hotel bedrooms.

• Lead the Guest Experience Centre team to be the primary point of contact and booking centre overseeing all communication between The Ned and guests/members; from pre‑arrival, to post departure, and everything in between.
• Oversee all reservation processes for Rooms, F&B, Spa and Member Events, converting enquiries into bookings.
• Work closely with senior Hotel, F&B, Spa and membership teams in reviewing set‑ups and performance. Proactively offer guest/member feedback and suggestions to drive operational efficiency and improve the customer experience.
• Lead the department to achieve excellent KPIs in conversions, upselling and all guest feedback measures. Provide regular data and action plans to relevant stakeholders.
• Keep internal and external systems up to date with menus, opening hours, set‑ups, hotel profiles, special events, etc., as required.
• Provide other departments with reporting and data where needed.
• Support with the set‑up and co‑ordination of ticketing and access to Member Events where necessary.

• Minimum 2 years lead role in a customer‑service related role within the 5‑star luxury market.
• Positive leadership style and creative thinker.
• A strong relationship builder who is confident in any decision‑making process.
• Experience in understanding, delivering and exceeding guest expectations.
• Excellent communication skills, both written and verbal.
• Comprehensive knowledge of Opera PMS (V5) and Open Table.
• Knowledge of Knowcross, Micros, Book4time also preferred.
• Active engagement in the industry, active in organisations and awareness of market trends.
• Work required shift patterns that will include weekends and night shifts where necessary.

• Salary of up to £48,000/year inc service charge.
• Every house membership of Soho House.
• Enhanced parental leave, company sick pay and pension.
• Complimentary meals in our friendly team restaurant, Neddy's including monthly payday breakfast.
• Exciting learning and development programmes to help progress your career.
• Exclusive rates at The Ned for staying and eating for you, your family and friends.
• Wellbeing and health benefits, including Stream and Benefit Bank – our exclusive platform with access to hundreds of gym, shopping and cinema discounts.
• Your birthday off after a year of service and more holiday after five years.
• Paid volunteer day.
• Regular social events, including an annual pool party.
• Employee assistance programme – 24/7 advice and support.
• Reward and recognition initiatives.

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. Please let us know of any specific needs you may have during your interview.