Guest Experience Manager

Guest Experience Manager

Opening in Spring 2023, Midland Grand Dining Room is a landmark institution in the making and is set to be the most exciting new openings of the year. Located in the iconic St Pancras building and heralding the gateway to Europe, it will be a showcase of exceptional food, incredible wine and true hospitality.

Following the success of the legendary Chiltern Firehouse and beautiful Allegra, this is the latest collaboration between London property developer, Harry Handelsman and Irish chef, Patrick Powell.

As Guest Relations Manager in one of London's most beautiful dining rooms, you will have a vital role in hosting our guests, engineering our beautiful dining room and incredible bar, managing reservations and providing unforgettable experiences in a spectacular environment, surrounded by colleagues who beam with talent, professionalism and ambition.

Spanning a large dining room, a beautiful Private Dining Room, exciting Chef’s Table experience, stunning terrace and striking bar, Midland Grand is the ultimate opportunity for a Host looking to progress their career and hone their skills of mastering an iconic room. You will ensure our guests are recognised and valued through cultivating a wide range of regular and influential clients building Midland Grand Dining Room into one of the most exciting destinations in the city.

We are looking for a proactive and driven Guest Experience Manager to join our host and reservations team with a dynamic and engaging spirit while contributing to a world class guest recognition and reservations programme.

Come join us!

We are looking for…

· 2 years experience in a similar role

· ‘The face’ of the restaurant and bar for all guests providing the perfect welcome. Leading by example in interaction, presence and personality.

· An innate ability to curate and engineer the bar and dining room, ensuring guests are attracted and entertained at all times

· The contribution to a best-in-class guest recognition program, growing and cultivating a wide range of regular clients taking into account hotel guests, local residents & business, transient guests and key influential people.

• To handle incoming phone-calls and email inquiries with professionalism and excellent spoken English

· The ability to contribute to “room management” to ensure reservations are maximised and guest recognition is at the forefront of service.

· Ensure highly effective communication within the team across the restaurant, hotel and externally.

· High standards at all time through guest related communication, and a constant sense of professionalism and accuracy

· Proactive approach in assisting all floor staff – food runner, waiters, bar and host team in smooth running of the Midland Grand Dining Room

· Communicating with guests to ensure they have an unrivaled experience

· Dedication to understanding all aspects of operations and offerings of Midland Grand Dining Room

What’s in it for you…

· Gym discounts and wellness classes

· Monthly wellbeing challenges, trekking activities, sporting events.

· Party, Party Party –bi-annual theme parties.

· Monthly birthday celebrations and ‘Have one on us’ team drinks.

· Treat yourself with lots of retail & hospitality perks through our partner Westfield Stratford City.

· Freshly cooked food during your shift

· 30% discount in stays and across all our F&B outlets

· Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work

· Opportunity to join and participate in our unique GROW academy

· Bike to work scheme

· Season Ticket Loan

· Experience Stay in the Hotel to enjoy with a plus one

· Wagestream – Offering you a range of features, including up to 50% of salary stream before pay date, saving pot, financial advice.

· Hospitality Action – our EAP offering a range of support and confidential advice in a range of areas, including mental health, parental, financial, managerial, legal and bereavement, 24 hours a day, 7 days a week. Face to face counselling sessions is available, if needed.

· Recommend a friend Scheme, giving you the possibility to earn up to £500 for individual referral

· GROW Vouchers - Recognition programme that allows you to exchange earned vouchers for different prizes.

· Star of the Month and Star of the Year Awards

· A supportive, people-focused culture

Job Types: Full-time, Permanent

Salary: £16.00-£17.00 per hour

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Wellness programme

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Tips

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Expected start date: 27/03/2023