Assistant General Manager - Guest Experience Leader

Wilde W A Co; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Bonus scheme

Hotel staff discount

Refer-a-friend bonus

Education support

Volunteer days

Employee Assistance Program

Job summary

Wilde Paddington is recruiting a newly created Assistant General Manager to shape guest experience and drive performance across the property. You will gain exposure to every aspect of the business, taking on increasing responsibility for commercial results, financial performance, people leadership and operational excellence, while developing the skills to lead a property of your own.

This pivotal role sits on the General Manager succession pathway, offering a clear path to future property

Qualifications

• Experience leading a complex hotel, aparthotel or similar guest-led operation.
• Experience in a lifestyle asset, blending guest and locals experiences.
• Proven leadership across Front Office, Housekeeping, Maintenance and F&B.
• Strong commercial and financial acumen with P&L, budgeting, forecasting, labour and cost management.
• Experience using performance data to identify issues and drive improvements.
• Proficiency in hotel systems such as Opera PMS, with ability to learn new tech quickly.
• Strong people leadership with ability to develop leaders and high-performing teams.
• Confidence making decisions and taking accountability for outcomes.
• Understanding of guest experience and operational performance.
• Ability to collaborate across property and central teams.
• Adaptability, resilience and a continuous improvement mindset.
• Experience with Lean methodology.
• Flexibility to support the operation as required.

Responsibilities

• Own guest experience performance with consistently high standards across the property.
• Use guest feedback and audits to identify issues and drive improvement.
• Ensure department heads understand and own their impact on the guest.
• Own guest issues and address underlying problems, not just symptoms.
• Create a culture where teams are empowered to improve guest experience.
• Take accountability for agreed P&L areas and overall business performance.
• Collaborate with GM on revenue, profitability, payroll and targets.
• Participate in budgeting, forecasting and performance reviews.
• Understand drivers of performance and take action when off plan.
• Link commercial and financial performance to operations, guest experience and people performance.
• Ensure department budgets and targets are understood and managed.
• Make informed decisions balancing guest experience, team performance and profitability.
• Lead and develop Heads of Department and build a strong leadership team.
• Recruitment, performance, talent development and succession planning.
• Identify future leaders and develop them.
• Lead employee relations with fairness and sound judgement.
• Foster strong relationships across Operations, People, Revenue, Sales, Finance and central teams.
• Create a culture of accountability with clear ownership and results.
• Hold leadership accountability for day-to-day performance, with authority to lead when needed.
• Identify risks early and take action to mitigate.
• Lead through periods of high demand and change.
• Maintain health & safety, fire safety, compliance and risk management standards.
• Ensure leadership continuity when GM is away.

Skills

Hotel leadership

People leadership

Commercial acumen

P&L budgeting

Guest experience

Operational excellence

Team development

Decision making

Adaptability

Lean methodology

Tools

Opera PMS

Snapfix

ReviewPro

OTA extranets

Job description

Wilde Paddington is recruiting a newly created Assistant General Manager to shape guest experience and drive performance across the property. You will gain exposure to every aspect of the business, taking on increasing responsibility for commercial results, financial performance, people leadership and operational excellence, while developing the skills to lead a property of your own.

This pivotal role sits on the General Manager succession pathway, offering a clear path to future property