Five-Star Events Services Manager — Guest Experience Lead

Royal Lancaster London; Greater London; On-site; GBP 34,413 - 39,000; Full time

Benefits offered by this job

Pension scheme with company contribute

50% discount in all our restaurants &

Team member and Friends & Family rates

Extensive discounts on our benefits平台

Private medical insurance

Educational sponsorship

Interest free season ticket loan

Employee Assistance Programme

Bike to work scheme

Recommend a Friend incentive

Complimentary laundry

Free meals on duty

Opportunity to join taskforces

Employee recognition schemes

Job summary

Royal Lancaster London is seeking a passionate Events Services Manager to join our events department on a permanent basis, with an immediate start. You will deliver five-star service and memorable moments to our guests while fostering a happy, diverse team.

The role requires hands-on operation of daily events, supervising staff, resolving guest issues, and using Knowcross to report issues and keep training records up to date. A positive energy and commitment to development are essential.

Qualifications

• Hands-on event operations experience.
• Strong guest service and conflict resolution skills.
• Proven ability to manage a team on events.

Responsibilities

• Oversee daily events operations and maintain high supervision and visibility.
• Handle guest complaints promptly and escalate to Event Manager.
• Use Knowcross to report defaults and follow up with relevant departments.
• Keep PTRs, PDPs and SOPs up to date.

Skills

Event management

Guest service

Team supervision

Conflict resolution

Communication

Problem solving

Tools

Knowcross

Job description

Royal Lancaster London is seeking a passionate Events Services Manager to join our events department on a permanent basis, with an immediate start. You will deliver five-star service and memorable moments to our guests while fostering a happy, diverse team.

The role requires hands-on operation of daily events, supervising staff, resolving guest issues, and using Knowcross to report issues and keep training records up to date. A positive energy and commitment to development are essential.