Job description
Join our premium team as a Hotel Guest Experience Manager in London. You will lead service excellence across all guest touchpoints, from arrival to departure, ensuring memorable stays and repeat visits. This role blends hospitality at scale with a personalized, high-touch approach.
As a key member of our leadership team, you will mentor front desk, concierge, and guest services staff; collaborate with operations, sales, and revenue teams to optimize guest satisfaction and revenue opportunities. We offer a dynamic, career-forward environment with competitive compensation, comprehensive benefits, and opportunities for international exposure within a leading hospitality group.
Responsibility
- Lead and develop front desk and guest services teams to deliver flawless experiences at check-in, during the stay, and at checkout.
- Design and implement guest experience standards, service scripts, and personalized touchpoints to exceed expectations.
- Analyze guest feedback and operational metrics; implement quick wins and longer-term improvements.
- Coordinate with housekeeping, food and beverage, and engineering to ensure seamless service delivery.
- Coach, mentor, and performance-manage a diverse team; foster a culture of hospitality, accountability, and teamwork.
- Partner with revenue and sales teams to identify opportunities for guest loyalty and upsell programs.
- Maintain a safe, clean, and welcoming environment; uphold brand standards and compliance.
Qualification
- Bachelor’s degree in hospitality management, business, or a related field preferred.
- Minimum 5 years of progressive experience in hotel operations or guest services, with 2+ years in a leadership role.
- Proven track record of improving guest satisfaction scores and managing diverse teams.
- Exceptional communication and interpersonal skills in English; additional languages a plus.
- Strong problem-solving, conflict resolution, and decision-making abilities under pressure.
- Proficiency with hospitality technology, CRM systems, and Microsoft Office; experience with property management systems is a plus.
- Results-driven mindset with a passion for creating memorable guest experiences and driving loyalty.
- Availability to work flexible hours, including evenings, weekends, and holidays.