Here at the The Middle House, we don't do ordinary things. We thrive on the different and the exciting, and yes perhaps a little quirky and without doubt, fun.
With a dynamic culture and an open door for your feedback, you're not just filling a role — you're owning it. We provide the training and the freedom for you to flourish, with leaders who support and encourage you. The difference is you. Everyday is a fresh page in our collective story.
Ready to join us at the The Middle House?
The Middle House is an ode to modern-day Shanghai in the middle of historic Dazhongli. Designed by Italian architect Piero Lissoni using a mixture of Chinese materials like porcelain, ceramic, bamboo and lacquered textures, our House combines an impeccable sense of style with an eclectic art collection and a flair for dramatic entrances.
Job Overview
This role leads the Guest Experience team to create authentic and memorable experiences for our guests that distinguish us from other hotels. We prioritise our guests in every aspect of their journey with us. Those who are passionate about meeting new people, making a spontaneous impression, and think out of the box will enjoy this role.
Key Responsibilities
Welcome to the core of what being a Director of Guest Experience is all about!
Here's the quick lowdown on what you'll do day-to-day:
As a Director of Guest Experience, you’ll work to create and implement long term goals and strategies that will cause the hotel to succeed and grow.
Leadership
•Ensures that team members have the competence, confidence and support to focus on making each guest interaction a pleasurable experience for both parties.
•Gives clear, concise directions, provides support and supervises team members to ensure that directions are properly executed.
•Establishes a climate of motivation and enthusiasm among your team and contributes to same in the Core Team.
•Leads by example, be intimately involved in meeting, greeting and entertaining guests and ensure your team learns from you.
•Looks for ways to refine and improve provision of service continually with your team.
Marketing
•Understands our various sources of business and different expectations and has processes in place to deliver appropriate experiences.
•Be alert to business opportunities as they present themselves and share with other Core Team members.
•Ensures that the database of previous guests is accurately and completely maintained.
•Attends revenue management meetings and ensures that agreed upon strategies are implemented on a daily basis.
•Ensures that all team members are succinctly and accurately able to describe the experiences provided in each of our restaurants and bars.
Communications
•Conducts regular brief, concise, well prepared weekly meetings and morning briefings and ensures follow-up.
•Ensures that all Core Team members receive a daily briefing on the preferences of all arriving guests.
•Spends time each day communicating with guests and soliciting direct feedback to be shared at the daily hotel meeting.
•Ensures the Guest Experience Managers daily log is completed accurately and to a high level of detail and ensures that this information is shared at the daily hotel service delivery meeting.
•Prepares for and participates fully in daily Service Delivery meetings and Core Team meetings.
Operational
•Ensures that guest statistics and preferences are accurately maintained in system and that guest preferences are always acted upon.
•Creates and implements a process of welcome which is completely seamless.
•Maximises the use of available technology and systems to get results.
•Ensures the facilities, equipment and offices under your supervision are maintained in excellent condition.
Technical Competency
•Develops ongoing training programmes with People & Culture which focus on the following areas: Confidence and spontaneity, fluent in English, Shanghai/ China knowledge – history, culture and geography, local attractions, restaurants and night spots, HMS Infor (PMS) knowledge.
•Networks within the company and the industry to keep abreast of developments affecting your field of expertise.
•Analyses guest and business partner feedback to assist in service enhancement.
•Protects the hotel’s financial interest by implementing controls for revenues, expenses, protection of assets whilst ensures guests get value for money and excellent service standards.
•Assists in ensuring that hotel provides accurate and timely monthly reports.
Requirements
Here's exactly what you need to excel in this role:
•Experience: 2-3 years as a Front Office Manager or similar capacity in luxury hotels in various countries.
•Education: College/ University degree in Hospitality Management or Business Management.
•Skills: Solid understanding of hotel accounting. Understanding of compiling and monitoring business plans. Proven skills as a trainer and developer of people. Demonstrated leadership ability. Demonstrate abilities as a strategic thinker. Good interpersonal skills. Sound analytical skills. Experience using hotel computer software Fidelio experience. Excellent computer skills in particular Microsoft Excel/ Word/ PowerPoint. Good command of English.
•Personality: Entrepreneurial/ business attitude.
•Extra Awesome: Experience with HMS Infor PMS
We've kept it short and sweet – just the essentials you'll need.
What We're Looking For: The Soul Behind the Skillset
Skills are teachable, but your spirit is what truly sets you apart. If you feel a connection with what we stand for, we're eager to meet you.
1.Adaptable Thinkers: You’re not just open to change; you thrive on it. The dynamic nature of our environment energizes you.
2.Feedback Enthusiasts: You value open communication and aren’t afraid to give or receive feedback to help us all grow together.
3.Passionate Pioneers: You bring more than skills; you bring energy and zeal to make a difference every day, connecting with a team that does the same.
Pause for a second before you hit 'apply.' Do these values align with your own? Is this the team you've been wanting to join? If your answer is a clear 'YES,' we're excited to get to know you better.
Benefits
For Every Member of Our Family:
•We offer four meals a day at our staff canteen!
•Enjoy complimentary room nights at all of our hotels, who doesn't love to travel?
•Enjoy a fun day in a year, which is your day to take care of yourself and stay healthy and happy!
•Speak up and act on your ideas. Dare to think differently!
•The hotel is conveniently located near a metro station and public transportation!
