Director of Guest Experience

As Director of Guest Experience at the British Pullman, A Belmond Train, you are the primary creative leader for every aspect of the guest’s journey and experience across all aspects of operations. In this role, you will provide administrative, operational and secretarial support to the operation of the business with particular focus on the sourcing and management of live entertainment, third-party guides and hosts, excursion operations, private groups and charters and talent development.
Reporting to the General Manager, this is an exciting opportunity for a dynamic individual with a passion for excellence and storytelling in travel, a strong cultural awareness and an unswerving approach to maintaining standards. If you’re looking to be remarkable and be part of a legacy of luxury, this is your moment!

Primary Responsibilities Include:

• Developing and driving the creative vision for all aspects of the guest journey and experience.

• Participating/leading internal and external site visits, identifying opportunities to add value and enhance journeys.

• Being primary owner of all private group bookings and advising/supporting on the booking journey, providing suggestions and ideas to upsell and add creative elements.
• Supporting and advising Charters Manager on delivery of exceptional full train charters.

• Creating and communicating contracts, schedules and guidelines for guides, hosts and entertainers as required.

• Managing third-party destinations including venues, seasonal events and one-off locations to ensure vendors meet expected British Pullman standards.
• Managing third party contractors who deliver theatrical, musical and artistic services to British Pullman.

Requirements

What You Bring:

• Applicants must have eligibility to work in the UK.
• Proven leadership ability and experience in handling and coordinating different teams.
• Previous experience within a similar role and within the luxury hospitality industry advantageous.
• Diploma or degree in the field of performing arts.
• Exceptional communication, organisational and administrative skills.
• Extensive knowledge and exposure to performing arts, experiential luxury and immersive theatre, both locally and internationally.

Benefits

What We Offer:

At the British Pullman, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive salary and bonus scheme
• Health & Dental insurance plans
• Discover Belmond Programme which includes complimentary and preferred rate experiences at our iconic destinations.
• Group Income Protection - Group Life Insurance - Employer contribution pension
• Enhanced maternity and paternity pay
• Team social events
• Wellness programme throughout the year
• Further learning & development opportunities within Belmond

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

This is your moment. Apply today!

About Us

Whisking guests away on decadent escapes around the UK, the British Pullman combines sumptuous interiors with fine dining and fabulous fun. Sister train of the Venice Simplon-Orient-Express (VSOE), the Art Deco icon revives the glamorous Golden Age while satisfying today’s desire for slow travel. From London Victoria station, round-trip excursions take in vibrant cities, historic houses and elegant soirées. Unparalleled gastronomy is an intrinsic part of every journey.
With our vast offerings, the opportunities to craft a unique career here are endless. Join us and achieve the truly exceptional.

The Belmond & LVMH Family
British Pullman is proud to be part of LVMH and the Belmond global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. When you join one of our properties, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.