- Company Name
- Belmond
- Job Title
- Guest Experience & Events Manager
- Job Description
-
Job title: Guest Experience & Events Manager
Role Summary: Lead the Guest Experience & Events team to deliver luxury group bookings, private charters, Celia Private Dining, and special events, ensuring seamless coordination across planning, front‑of‑house, and client delivery while upholding the highest luxury standards and brand values.
Expactations: Provide strategic direction, line management, and clear accountability for the Groups & Charters Manager and Guest Experience Curator; act as the central coordination hub between Sales, Operations, Onboard, Marketing, and external partners; maintain exceptional guest experiences through proactive feedback, service recovery, and quality assurance.
Key Responsibilities:
- Set team priorities, working methods, and service standards.
- Manage and develop a multi‑disciplinary team covering planning, front‑of‑house, and client delivery.
- Define and enforce responsibility boundaries among external client management, Celia clients, and internally curated experiences.
- Coordinate all experience‑led delivery, ensuring alignment with Sales, Operations, Onboard, Marketing, and partners.
- Oversee complex events and journeys involving multiple stakeholders and high guest expectations.
- Implement guest feedback platforms and quality assurance frameworks.
- Operate flexibly across HQ, depot, stations, onboard, and excursion sites.
Required Skills:
- Proven experience in luxury events, experiential hospitality, or high‑end client delivery.
- Strong leadership of multidisciplinary teams.
- Ability to manage complex events with multiple stakeholders.
- Decisive judgement in high‑pressure, guest‑facing settings.
- Excellent communication and relationship‑building with internal teams and discerning clients.
- Highly organized, detail‑driven, balancing creative ambition with operational discipline.
- Familiarity with guest feedback platforms, service recovery, and QA frameworks.
- Flexibility to work across varied locations.
Required Education & Certifications:
- Bachelor’s degree in Hospitality, Event Management, Business, or related field.
- Professional certifications such as Certified Meeting Professional (CMP) or equivalent hospitality credentials are preferred.