Hospitality Director

Job Title:
** Hospitality Director Ingolstadt Village (m/w/d)**

Reports To:
**Managing Director**

Supervises:
**The Hospitality Team Ingolstadt Village**

Based At:
**Ingolstadt**
**Village**

***:
Through exceptional leadership, strong relationship building, an eye for detail and pursuit of excellence at all times, a Hospitality Director with the ambition to improve all levels of service and hospitality in Ingolstadt Village.

An experienced and innovative Hospitality Director will direct the overall Hospitality activities for Ingolstadt Village, ensuring a premium luxury experience at all times and for all visitors.

**YOUR ROLE**

This role is pivotal not only to the physical environment and interactions for guests, retailers, colleagues, hospitality and service providers, but more importantly the experience they encounter at all stages of their journey with Ingolstadt Village be it a telephone greeting, a query in the Concierge Services, arrival by valet, bus or own vehicle, walking through the Village or post visit, the aim every day is to exceed the expectation of the guests.

Central to its success, and culturally, the company operates with a highly collaborative philosophy both for colleagues as well as service providers to ensure a seamless and engaged service culture where everyone will go the extra mile for the guests, colleagues and retailers at all times.

Joining up with Village Retail, Marketing, Partnerships, Operations, Finance and Leasing departments to assure all actions take into account the guest experience. The Hospitality Director drives a joined up guest centric approach aimed at enhancing guests knowledge and guests interaction at every step of their journey and delivering a 5* guest experience.

The Hospitality Director (M/F/d) is accountable for a team which is responsible for the Hospitality in all Ingolstadt Village B to C activities, including Concierge Services, Bus Drop Off, The Apartment and a number of services such as Hands Free Shopping. The Hospitality director is the owner of the relationship for Third party partners. The incumbent drives constant improvement of standards in all activities, is passionate about guest experience, with the guest always top of mind.

**KEY RESPONSIBILITIES**

Lead and empower the Hospitality team within the Village to achieve commercial success and enhance guests' satisfaction through:

- Develop and implement strategies for Welcome Centre, valet parking, Apartment and all guest services that support achievement of company service and hospitality goals;
- In collaboration with Private Client Services, Marketing, Partnerships & PR, develop and implement strategies to HNWI and private clients;
- Make hospitality guest centricity the point of focus in all Village touch points with guests;
- Work closely with the Retail and Marketing team to effectively plan for all key trading events and peak periods, including all key tourism and retail calendar events, such as Easter & Christmas, Chinese New Year and Eid etc, by creating guest experience and assist the Retail & Marketing activities;
- Support Retail, Marketing and Partnerships to drive sales, delivering action plans to maximise performance;
- Effectively network in all departments across the business and have strong stakeholder management with internal and external interactions.
- Working within the framework of safety & security, and supporting initiatives to drive footfall and sales, the job holder will ensure the guest experience remains the key element as the globaI flagship of the Bicester Collection;
- Ensure a superior, unique and memorable Guest journey, digital or physical, from guest arrival until he leaves the village
- Lead and develop guest-facing teams to deliver the daily execution of guest experience in line with agreed standards and best practices, ensuring all functions work as one team to deliver a seamless end to end guest experience;
- Accountable for the first & last impression experience: Bus Drop Off, Concierge Services, Apartment teams, and work in cooperation with other departments so that all guest facing deliver a superior guest experience;
- Assume the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% guest satisfaction, pulls out all the stops to ensure guest will come back;
- Set the example, lead and develop all guest-facing staff/teams to demonstrate flagship behaviors and to ensure they are working to agreed plan and standards;
- Drive highest standards of Concierge Services, Apartment, through the guest-facing teams;
- Develop and implement processes, procedures and guidelines for hospitality which support achievement of services and as well as financial goals;
- Oversee customer complaints. Ensure highest standard of guest expectations are met for the Village. Develop and execute a culture of "on-the-day" owning and resolving guest and/or brand issues
- ensure closure within