Hospitality Operations Manager

Something Extraordinary Every Day™

As our Hospitality Operations Manager, you will be responsible for monitoring and implementing all events in our private styling and hosting space (the Apartment) for high-net-worth guests. You will also lead the guest-facing teams to deliver 5-star luxury hospitality service to our guests, ensuring all functions work as one team to deliver a seamless end-to-end guest experience.

What you will be doing

• Leading the Apartment Hospitality team and being responsible for the team’s performance and development, demonstrating how to offer the ultimate visitor experience by being a luxury ambassador.
• Ensuring the team delivers exceptional guest experiences and services at all touchpoints, through training, grooming standards and support programs.
• Providing ongoing training to the Apartment Hospitality team that promotes guest acquisition, engagement and retention, with the goal of driving the sales of Private Client Services.
• Overseeing on-floor operations and providing coverage for the team, as required, ensuring that there is always suitable and sufficient support within the Apartment and that the Apartment is maintained in excellent condition.
• Liaising with Operations and Facilities teams on any facilities management related issues, ensuring the Village is always guest-ready.
• Developing and implementing a strategy for the Apartment in partnership with the Private Client Services, Marketing and Retail departments, which aligns with the Village’s overall Hospitality and Guest Services strategies, mission, vision & values.
• Working with the Retail, Marketing & Tourism teams to ensure alignment with, and awareness of, their daily, weekly and monthly marketing promotions and campaigns.
• Interpreting market trends and, in partnership with the Marketing team, using the insights to develop a promotional calendar for all the seasonal services and campaigns.
• Ensuring all requirements for each event (e.g. logistics, calendar management, food & beverage inventories, private car bookings, external supplies, and communication with involved teams, are in place.
• Being responsible for the annual budget for guest refreshments and services.
• Implementing the best guest services practices for the Village and ensuring that programs, systems, procedures and initiatives are shared among the different stakeholders within the Village.
• Promoting and organizing elements required for a great experience for Apartment guests, partnering with valet parking, hands free shopping and home delivery, as well as food & beverage refreshments.
• Driving and implementing the right measures to avoid service delivery failures and ensuring that there is continuous improvement.
• Establishing and maintaining relationships with all key guests in the Apartment database, ensuring their needs are understood and they are invited to key/relevant events; regularly reviewing the VIP database and ensure the system is being kept up to date.
• Planning events and visits with attention to guest’s expectations, financial and time constraints.
• Following up on invitations and acting as the main point of contact for the event attendees, in relation to pre- & post-event correspondence.
• Delivering seasonal events as per plans agreed with Retail, Marketing and Tourism teams, ensuring all guest-facing team members and guest-facing activities are in line to assure a seamless guest experience.
• Developing and maintaining relationships with the Personal Stylist team, as well as key brands, in order to stay up-to-date on unique offers and promotions within the Village.
• Identifying opportunities for the introduction of new services and enhancements to current services.
• Ensuring that all guest comments and complaints are properly recorded, reacted on and resolved.
• Compiling and consolidating regular reports for the Hospitality department.
• Providing regular internal updates on the events and activities in the Apartment.

What makes you special

Every colleague is an entrepreneur at heart and this drives our organizational culture, which values invention, innovation and risk taking. To be successful with us, you’ll have:

• Experience as a Front of House/Back of House Manager in a luxury environment, including hotel, retail and events sectors.
• A minimum of 5 years’ experience with end-to-end processes of opening sites.
• An inherent understanding of guests’ needs, cultures, behaviors and a passion for delivering excellent standards in service and hospitality.
• Experience in the full end-to-end guest journey, from bookings to hosting and follow up.
• Strong cultural awareness to manage expectations of guests from diverse countries.
• Demonstrated genuine desire and enthusiasm for delivering exceptional guest experience and hospitality.
• Demonstrated transformational and motivational leadership, with the ability to inspire others.
• Computer literacy, with high proficiency in Microsoft Office; knowledge in database systems is highly preferrable.
• Strong interpersonal and communication skills, with a flexible approach, and ability to work well with others across all levels of the business.
• Excellent organizational skills, with the ability to prioritize competing demands while working under pressure.
• Previous experience with incident management, minimizing risk, following security and compliance measures and maintaining health and safety standards and guests.
• A well-groomed and -mannered presentation, always maintaining a high level of professionalism.
• Demonstrated innovation and commitment to continuous improvement to raise the bar.
• A discerning eye for detail.
• Flexibility to work weekends and federal holidays, as needed.
• Fluency in English; any other language would be beneficial, especially Spanish, Mandarin or Arabic.

There’s no one quite like us

The Bicester Collection are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

Our Vision is to be the best shopping destination in the world. Our Mission is to make the lives of others better - our brands, our guests, our people and our communities. Our Brand Promise is to offer something extraordinary every day. Our Five Values are the glue that bind us together and allows us to lead ahead:

• Authenticity - Always do the right thing
• Innovation - Think outside of the box
• Passion - Do what you love and love what you do!
• Critical Thinking - Challenge the obvious
• Vision - Be mission driven always

Why we’re exceptional

The key to our success is the quality and commitment of our people. To work in one of the teams at any of the Villages is to play an active role in redefining both the art and the science of retail. This creates a dynamic approach that underpins our ability to anticipate future trends in a fast-changing world. In return for your Authenticity, Critical Thinking, Innovation, Passion and Vision, you’ll receive a generous salary and we’ll also reward you by:

Looking after you: You’re entitled to 35 days of time off plus holidays and five sick days. We provide an amazing benefits' package including medical, dental, vision, flexible spending accounts, life insurance, generous short- and long-term disability. We also offer a generous 401(k) match, Employee Assistance Program, and additional ancillary benefits.

Treating you: We offer a very generous employee referral bonus

Championing you: You’ll be working within a creative and collaborative environment like no other, with the opportunity to develop your professional and personal skills while advancing your career.

Come and live your story with us

The key to our success is the quality and commitment of our people. The Bicester Collection is made up of 1,200 colleagues of 50 nationalities. We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen, and with this in mind we welcome everyone - regardless of age, gender identity, race, sexual orientation, physical or mental ability or ethnicity - to be a part of our family. We are offering a fantastic opportunity for a professional and commercially focused individual to join us. We have huge ambition for what we can achieve together and we want to have fun!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Belmont Park Village is an Equal Opportunity Employer and does not discriminate based on the basis of actual or perceived age, race, creed, color, national origin, sexual orientation, gender identity or expression, military status, sex, disability, predisposing genetic characteristics, familial status, marital status, or status as a victim of domestic violence, arrest record or conviction record, or sincerely held practice of religion or any other characteristic protected by federal, state, local, or other law (“Protected Characteristics”).