Senior Pier Experience Lead (Maritime)

Thames Skills Academy; Greater London; Hybrid; GBP 42,000; Full time

Job summary

A leading hospitality service provider seeks a Senior Guest Experience Manager to oversee guest experiences at various piers in London. This role involves leading teams, ensuring safety and compliance, and delivering exceptional customer service. Candidates should have proven leadership experience in fast-paced environments and track records of driving customer satisfaction improvements. A strong background in budget management and excellent communication skills are essential. The position offers a salary of £41,079.50 per year and requires flexibility to work weekends.

Qualifications

• Proven leadership in high footfall environments like transport or hospitality.
• Experience in training and performance management across multiple sites.
• Ability to interpret and use data effectively in budget management.

Responsibilities

• Lead the delivery and improvement of guest experience standards.
• Develop and motivate Pier Managers and Crew for high performance.
• Ensure on-time departures and oversee operational record keeping.
• Champion a safety-first culture and ensure compliance with safety standards.
• Engage with stakeholders and promote teamwork effectively.

Skills

Leadership of customer facing teams

Driving NPS/CSAT improvements

Budget management

Excellent communication

Problem-solving abilities

Tools

MS Office

Retail software platforms

Job description

A leading hospitality service provider seeks a Senior Guest Experience Manager to oversee guest experiences at various piers in London. This role involves leading teams, ensuring safety and compliance, and delivering exceptional customer service. Candidates should have proven leadership experience in fast-paced environments and track records of driving customer satisfaction improvements. A strong background in budget management and excellent communication skills are essential. The position offers a salary of £41,079.50 per year and requires flexibility to work weekends.