Alice Chiplin joined Tottenham Hotspur Football Club in March of this year to oversee the guest experience for the stadium’s premium areas. Responsible for curating the customer journey to support a best-in-class experience as well as overseeing the execution of the premium member benefits programme. Working closely alongside the Event Delivery and Catering teams to define standards of performance and the execution of football and other third-party events, to shape and drive amazing guest satisfaction.
With a career in the luxury 5* hospitality industry spanning over 10 years, Alice was previously Group Service Operations Manager for Edwardian Hotels London. Responsible for delivering high levels of guest service, profitability and compliance by managing the operational fluency of the front of house, guest relations, night operations, customer service and central reservations for a group of 13 four-star and five-star hotel properties. Alice also played a fundamental role in defining the guest delivery standards for The Londoner, the world’s first super boutique hotel.
