Guest Experience Curator

Pan Pacific London; Greater London; On-site; GBP 36,000 - 48,000; Full time

Job summary

Pan Pacific London is seeking a Guest Experience Curator within the Guest Relations team to create personalised and memorable guest experiences from pre-arrival planning to post-departure follow-up.

You will anticipate preferences, build meaningful connections and liaise with hotel departments to deliver gracious, genuine hospitality with care.

Qualifications

• Guest-focused and hospitality experience.
• Ability to build genuine guest relationships.
• Eligibility to work in the UK.

Responsibilities

• Engage with guests before, during and after stay to personalise experiences.
• Coordinate pre-arrival preferences and bespoke requests.
• Act as primary contact for assigned guests, handling inquiries promptly.
• Liaise with hotel departments to ensure a seamless guest journey.
• Follow up to ensure expectations are met and feedback is collected.

Skills

Guest-focused

Empathy

Calm under pressure

Attention to detail

Job description

WHO ARE WE

At Pan Pacific London, luxury meets excellence and we invite you to be part of it. Graceful and refined, the hotel seamlessly combines thoughtful design, innovative wellness and a range of dining and drinking experiences, all conveniently located near Liverpool Street Station in London's prestigious Square Mile.

With 194 rooms and 43 suites, including the opulent Pan Pacific Suite, we redefine modern hospitality. Guests can unwind at SENSORY Spa & Wellbeing, our dedicated wellbeing floor, complete with an infinity pool, a high-performance gym and indulgent spa treatments.

A sanctuary of comfort and sophistication, Pan Pacific London invites guests to experience the very best of the city and to discover its hidden gems, both old and new.

ABOUT YOU

We are looking for a passionate and guest-focused Guest Experience Curator to become a valued member of our outstanding Guest Relations team at Pan Pacific London.

You bring confidence, empathy, and professionalism to every interaction, whether with guests or colleagues. Calm under pressure and committed to excellence, you take pride in creating memorable experiences at every opportunity.

If you are detail-oriented, take genuine pride in your work, and consistently put people at the heart of everything you do, we would be delighted to hear from you.

JOB SUMMARY

As a Guest Experience Curator within the Guest Relations team at Pan Pacific London, you will play a key role in creating personalised and memorable guest experiences. From pre-arrival planning to in-stay interactions and post-departure follow-up, you will anticipate individual preferences, build meaningful connections and ensure every interaction reflects Pan Pacific’s commitment to gracious and genuine hospitality, delivered with sincere care and attention to detail. Your responsibilities will include, but are not limited to:

• Proactively engage with guests before, during and after their stay to understand their preferences, anticipate their needs and personalise their experience.
• Coordinate pre-arrival arrangements, including room preferences, special occasions, dietary requirements and bespoke guest requests.
• Act as a key point of contact for assigned guests, ensuring enquiries and requests are handled promptly, thoughtfully and efficiently.
• Liaise closely with relevant hotel departments to communicate guest preferences, coordinate arrangements and ensure a seamless guest journey.
• Take ownership of guest requests, following through to ensure expectations are met and service is delivered to the highest standards.
• Build genuine relationships with guests, actively seeking feedback and identifying opportunities to enhance their stay and create lasting impressions.
• Consistently demonstrate Pan Pacific London’s commitment to gracious and genuine hospitality, delivering sincere, personalised service that makes every guest feel valued and cared for.

YOUR BENEFITS WORKING AS A GUEST EXPERIENCE CURATOR AT PAN PACIFIC LONDON

At Pan Pacific London we take pride in our close-knit culture, commitment to development and focus on wellbeing. As part of our team, you will enjoy:

• Access to Mental Health First Aiders
• An extra day off to celebrate your birthday
• Cycle to Work Scheme
• Employee Referral Scheme
• Season Ticket Loan
• Enhanced Maternity and Paternity Policies
• Eye Care Voucher Scheme
• Social and Employee Wellness Activities
• Employee Assistance Programme, including 24/7 virtual GP and financial advisors
• Two hotel-wide social events per year, plus additional team gatherings
• Flexible Work Policy
• Complimentary dry cleaning for uniforms and work attire
• Reward and Recognition Programmes including Star of the Month, Manager of the Quarter, and Star of the Year
• Guest Experience Programme
• 50% Discount on Beverage at Food & Beverage outlets at Pan Pacific London
• 30% Discount on internal spa treatments
• 30% Discount on Food & Beverage across Pan Pacific Hotel Group properties
• Friends & Family rates at Pan Pacific London and across Pan Pacific Hotels Group
• Complimentary meals prepared daily by our chefs
• Two fully paid Study Days per year (in addition to annual leave)
• Two fully paid Volunteer Days per year (in addition to annual leave)
• Career Progression, we’re committed to coaching and supporting your internal development within Pan Pacific Hotels Group
• Additional perks through YuLife
• Dedicated discounts with local eateries

ABOUT PAN PACIFIC HOTELS GROUP

Operated by Pan Pacific Hotels Group, Pan Pacific Hotels and Resorts is a global luxury brand with nearly 30 hotels and serviced suites across 22 cities in Asia Pacific, North America, and Europe, including seven new openings by 2025. Renowned for sincere and graceful service, Pan Pacific is the trusted choice for guests seeking refined, memorable experiences.

Join Our Family in the Heart of the City

Eligibility

All applicants for the role of Guest Experience Curator must have the legal right to live and work in the UK without any restrictions. Proof of eligibility will be required at the interview stage.

• Hotel of the Year – Group (2023) | Catey Awards
• Hotel of the Year – London (2022/2023) | AA Hospitality Awards
• Forbes Five-Star Rating | 2022/2023
• Forbes Five-Star Rating | 2023/2024
• Forbes Five-Star Rating | 2024/2025
• Forbes Five-Star Rating | 2025/2026
• Forbes Four-Star Rating – SENSORY Wellbeing | 2023/2024
• Forbes Four-Star Rating – SENSORY Wellbeing | 2024/2025

Be part of something extraordinary, where excellence is recognised, and hospitality is redefined.