The Apartment Assistant Manager

The Mission: You are responsible for monitoring and supporting the implementation of all HNW visits & events in The Apartment in collaboration with PCS Teams and all the other Departments involved (Partnership, PR, Retail). You will ensure that all guests receive a 5-star luxury hospitality service during their visit. You act as a Village Ambassador and promote all services and Village activities in line with the indication given by your Management.

The operational running of THE APARTMENT is a 7 day a week facility and you will work on weekends and bank holidays.

KEY RESPONSIBILITIES:
- Supporting the development and implementation of the strategy for the Private Spaces in the Village which is aligned with the Village’s overall Hospitality and Guest Services strategies, mission, vision & values together with PCS Department and all relevant stakeholders (Partnership, PR, Retail, Marketing)-
- Act as an ambassador within the business to deliver the Village’s Private Client / HNWI Guest Experience.-
- Ensure the Private Spaces are operating efficiently keeping the guest experience in mind at all time and maintained in excellent conditions. Manage the F&B, amenities, collateral inventory, place orders, perform purchase orders and follow budget.-
- Ensure the Private Spaces are well maintained, cleaned and organized.-
- Manage and train the Guest Experience Team (Concierges and Doorman) on delivering 5-star luxury hospitality service, promoting all services, Village activities, brands, and creating an emotional interaction with guests. Ensure grooming and uniforms have always the perfect picture. Ensure that all Standards & Procedures relating to Private Spaces are implemented, adhered to and that staff receive training.-
- Organize The Apartment planning, ensuring the right number of staff according to the expected footfall. Be part of future Concierge/ Doorman recruitment process.-
- Participate actively to Guest Experience Department Objectives: GSS, NPS, Membership Acquisition, Moments of Kindness and other staff initiatives.-
- Implement the best Guest Services Practices for the Village ensuring that programmes, systems, procedures and initiatives are shared amongst the different stakeholders.-
- Support a strong partnership/ relationship with Brands (both current and future Brands) to enhance guest experience and acquisition.-
- Attend to Team Meetings (within Village Teams and Central Teams) and be the Hospitality point of contact for Brands/ Partner Events within our Private Spaces (Hospitality, F&B, Giftings, Space and staff organisation, Guest Acquisition)-
- Maintain an up-to-date CRM database for the Village that will allow us to communicate with our guests efficiently and appropriately recording specific information in terms of preferences and personal information-
- Compile and consolidate daily/weekl/monthly reporting of Private Space Activities.-
- Work on future Private Spaces plans & strategy (new services, new experience, new uniforms)BACKGROUND AND SKILLS:
- Experience as a Concierge/ Private Client events coordinator in a luxury environment, including hotel, retail and events sectors-
- Strong experience with HNW and international guests with a good understanding of 5* guest services requirements and how to organize and serve HNW and/or international guests.-
- Inherent understanding of guests needs, cultures, behaviors and a passion for delivering excellent standards in service and hospitality-
- Strong interpersonal and communication skills-
- Proactive, dynamic and open-minded-
- Attention to detail, responsible and able to work without close supervision-
- Flexibility to work on a shift pattern basis, including weekends-
- Excellent organizational skills, with the ability to prioritize varying demands whilst working under pressure-
- Fluent in French, English. Other languages are well appreciated (Arabic, Chinese, Hindi, etc)-
- IT Literate (Outlook, PowerPoint, Excel, Word, Salesforce)