Guest Experience Host

The BoTree; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Cycle to work scheme

Employee assistance programme

Stream financial wellbeing programme

Complimentary overnight stay for work

Birthday day off

Hilton Go Travel Programme for Team

Refer a friend bonus

28 days holiday increasing with years

2 paid community days

Meals provided on duty

Job summary

The BoTree in London is seeking a Guest Experience Host to join our Front Office Team. You will deliver warm, personalised service and guide guests through a seamless stay, from arrival to departure.

You’ll work closely with leaders to ensure exceptional guest satisfaction, while upholding luxury standards and sustainable practices that reflect The BoTree’s values.

Qualifications

• Experience in a guest-facing hospitality environment, ideally luxury hotel.
• Commitment to personalised service and guest satisfaction.
• Professional, detail-oriented and able to handle high-paced operations.

Responsibilities

• Deliver warm, personalised guest experiences from arrival to departure.
• Support smooth front office operations and guest safety at all times.
• Complete check-in/check-out efficiently and accurately.
• Respond promptly to guest inquiries, feedback and concerns with ownership.
• Build relationships with guests and promote hotel facilities and local recommendations.
• Maintain accurate guest information in Front Office systems and liaise with other departments.

Skills

Guest-facing service

Luxury hospitality

Front Office operations

Guest service standards

Communication skills

Interpersonal skills

Organisational skills

Flexibility in hours

Tools

Front Office systems

Job description

About The BoTree

At The BoTree, we believe luxury should feel purposeful. As part of the Curio Collection by Hilton, our hotel combines uncompromising standards with a conscious approach to hospitality, creating spaces where our team members, guests, community and planet can flourish.

We are looking for a Guest Experience Host to join our Front Office Team. This role plays a key part in delivering exceptional guest experiences, ensuring every guest receives a warm welcome, personalised service and a seamless journey throughout their stay. Working closely with the Front Office leadership team, you will support the delivery of outstanding guest satisfaction whilst creating memorable experiences that reflect The BoTree's luxury standards and values.

The Role

Key responsibilities include:

• Deliver exceptional guest experiences through warm, welcoming and personalised service from arrival to departure.
• Support the smooth day-to-day operation of the Front Office, ensuring guest satisfaction, safety and comfort at all times.
• Complete guest check-in and check-out procedures efficiently and accurately, ensuring all guest requirements are met.
• Respond promptly and professionally to guest enquiries, requests, feedback and concerns, taking ownership to achieve positive outcomes.
• Build meaningful relationships with guests, anticipating their needs and creating memorable experiences throughout their stay.
• Promote hotel facilities, services and local recommendations to enhance the overall guest experience.
• Maintain accurate guest information and reservations using Front Office systems and procedures.
• Liaise closely with Housekeeping, Engineering, Security, Concierge and other operational departments to ensure seamless service delivery.
• Support sustainability initiatives and energy-saving projects in line with The BoTree's values and commitments.
• Foster a culture of guest excellence, service and genuine hospitality, contributing to a positive and collaborative team environment.

About You

You will have experience within a guest-facing hospitality environment, ideally within a luxury hotel, and understand the important role exceptional service plays in creating memorable guest experiences.

Passionate about hospitality, you will lead by example through your professionalism, attention to detail and commitment to exceeding guest expectations. You will take pride in delivering personalised service and creating lasting impressions for every guest.

You bring energy, a positive attitude and a willingness to help wherever needed, contributing to a culture where both guests and team members can flourish.

We're looking for someone with:

• A passion for luxury hospitality and delivering exceptional guest experiences.
• Experience in a guest-facing role within a hotel or hospitality environment.
• Knowledge of Front Office operations, systems and guest service standards.
• Strong communication and interpersonal skills, with the ability to build rapport with guests and colleagues.
• Excellent organisational skills and the ability to remain calm and effective in a fast-paced environment.
• A positive, professional and collaborative approach, with the confidence to build strong relationships across the hotel.
• A flexible and adaptable approach to working hours and operational demands.

What we offer

• Cycle to work scheme.
• Dedicated employee assistance programme through Health Assured.
• ‘Stream’ financial wellbeing programme.
• Complimentary overnight stay (including dinner and breakfast) at one of our hotels to celebrate your work anniversary.
• An extra day’s holiday on your birthday.
• Hilton Go Travel Programme for Team Members and Family and Friends.
• Recommend a friend bonus up to £750.
• 28 days holiday per year, including public and bank holidays, rising to 33 days with annual increments.
• 2 paid community days per year.
• Meals provided while on duty.

Join Us

At The BoTree, our values of Truth, Love and Compassion shape the way we work, support each other and welcome our guests. We are committed to creating a workplace where our team members feel respected, inspired and able to grow.

If you are passionate about delivering exceptional guest experiences and creating memorable moments for our guests, we'd love to hear from you.

Be part of something extraordinary. Be part of The BoTree.