Apartment Manager - Maasmechelen Village

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Something Extraordinary Every Day™

This role is to manage the Apartment and the Guest Experience team, and ensuring that a consistently high quality of service is provided to guests and clients at all times. The operational running of the Apartment is a 7 day a week facility to cater for the tourism and corporate events throughout the year. This role will also be running events and managing the relationship with all stakeholders to ensure allevents are efficiently delivered.

What are your main responsibilities?

Implement the strategy for ’The Apartment’ at the Village which is aligned with the Village’s overall Hospitality and Guest Services strategies, mission, vision & values together with the marketing- and retail departments:

• Act as an ambassador within the business to deliver the Village’s VIP guest experience.
• Ensure the Apartment is operating efficiently keeping the guest experience in mind at all time and maintained inexcellent conditions.
• Manage the Guest Experience Ambassadors team assuring emotional interaction with guests and providing qualified information of village, brand and territory services and activities.
• Ensure the support to suit the different guest profiles at all times.
• Delivers consistent service to VIP guests either in The Apartment or in the village.
• Create and maintain excellent business relationships with the VIP’s and HNWI’s at all times and do everything possible to exceed their expectations.
• Implement the Best Guest Services practices for the Village ensuring that programmes, systems, procedures and initiatives are shared amongst the different stakeholders within the Village’s management team.
• Work closely with the HR and Brand Services team to develop the Hospitality & Guest Services Standards, the training content and ensure that our staff is trained accordingly.
• Ensure that all guest comments are properly recorded, reacted on and resolved.
• Build strong partnerships/ relationships with Brands (both current and future Brands) when needed orrequested, to ensure that our VIP/ HNWI guest receives a luxury retail experience.
• 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.

What makes you special

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

• Strong organisation and planning skills
• Strong leadership skills to be able to manager your team and collaboration with all departments
• Operational knowledge of guest services / customer service or retail industry
• Structured and methodical approach with high level of attention to detail
• Experience in a premium / luxury environment
• Ability to build strong relationships with key partners, colleagues and HNWI guests
• Fluent in Dutch, French & English. Any other languages are highly desirable
• Project management experience preferred
• Ability to work in a multitasking environment and meet tight deadlines
• Excellent verbal, written, and interpersonal communication skills
• Fully computer literate and competent in preparing various reports – Excel, Word, PowerPoint

Come and live your story with us

The Bicester Village Shopping Collection is made up of 1,200 colleagues of 50 nationalities. We are diverse inbackground, 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, physicalor mental ability or ethnicity - to be a part of our family.