Guest Experience Executive

The Doyle Collection Ltd.; Greater London; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Service charge on top of base salary

Free meals on duty

50% discount when dining with The Mary

Discounted hotel rates

Personal development training

Cycle to work scheme

Store and online shop discounts

Life Insurance and Company Pension

Complimentary uniform and dry cleaning

One paid volunteering day per year

Employee Assistance Programme access

Hotel incentives and rewards

Staff social events

Refer a Friend bonus

Job summary

The Marylebone Hotel in London seeks a passionate Guest Experience Executive to join our Front Office team. You will welcome guests, anticipate needs, and deliver thoughtful service that reflects The Doyle Collection's standards of excellence.

As the face of the hotel, you will build connections, handle enquiries, and contribute to memorable stays at our luxury property in Marylebone. A proactive, customer-focused approach and calm professionalism are essential.

Qualifications

• Experience in luxury hospitality, guest relations, front office or customer service.
• Strong communication and interpersonal abilities.
• Proactive and solutions-focused approach.
• Excellent attention to detail and organisational skills.

Responsibilities

• Deliver a warm and personalised welcome to all guests.
• Build genuine relationships with guests and create memorable experiences.
• Handle guest enquiries, requests, and feedback efficiently and professionally.
• Proactively identify opportunities to exceed guest expectations.
• Support guest arrivals, departures, VIP stays, and special occasions.
• Collaborate with hotel departments to ensure seamless service.
• Resolve guest concerns with confidence, empathy and professionalism.
• Maintain excellent knowledge of hotel facilities and local attractions.

Skills

Luxury hospitality

Guest relations

Front office

Customer service

Communication

Interpersonal skills

Attention to detail

Organisational skills

Calm under pressure

Welcoming demeanor

Job description

We are looking for a passionate and personable Guest Experience Executive to join our Front Office team at The Marylebone Hotel. This role is perfect for someone who loves creating exceptional guest experiences, building meaningful connections, and delivering thoughtful service that leaves a lasting impression.

As the face of the hotel, you will take pride in understanding our guests' needs, anticipating expectations, and ensuring every stay reflects The Doyle Collection's commitment to excellence.

Key Responsibilities:

• Deliver a warm and personalised welcome to all guests.
• Build genuine relationships with guests and create memorable experiences throughout their stay.
• Handle guest enquiries, requests, and feedback efficiently and professionally.
• Proactively identify opportunities to exceed guest expectations and create special moments.
• Support guest arrivals, departures, VIP stays, and special occasions.
• Collaborate closely with departments across the hotel to ensure seamless service delivery.
• Resolve guest concerns with confidence, empathy, and professionalism.
• Maintain excellent knowledge of hotel facilities, local attractions, and experiences.

Skills:

• Previous experience in luxury hospitality, guest relations, front office, or customer service.
• Strong communication and interpersonal skills.
• A positive, proactive, and solutions-focused approach.
• Excellent attention to detail and organisational skills.
• Ability to remain calm and professional in a fast-paced environment.
• A natural ability to make people feel welcome and valued.

The Perks of working for The Marylebone:

• Service charge on top of your base salary
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.