Guest Experience Lead: Shape Memorable Stays

Point A Hotels; City Of London; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Discretionary annual bonus

Enhanced parental leave

Pension scheme

Recommend a Friend

Rewards & recognition

Staff discounts

Access to rewards platform

Employee assistance programme

Charity partnership

Flexible pay options (Stream)

Season ticket loans

Cycle to work

Professional development

Team events

Friendly work environment

Job summary

Point A Hotels is seeking a warm, service-obsessed Guest Experience Manager for our Kings Cross property. You will own the guest journey from start to finish, guiding the hotel team to deliver personal, memorable service aligned with Point A hospitality.

You'll lead guest experience initiatives, monitor satisfaction metrics, and collaborate with other departments to ensure smooth operations across early mornings, evenings and weekends.

Qualifications

• Previous experience in hotel operations, guest experience or front office leadership is advantageous.
• Strong communication, empathy and solution-oriented mindset.
• Ability to lead the hotel team and drive guest satisfaction.

Responsibilities

• Own the guest experience from check-in to departure.
• Lead guest experience initiatives and ensure consistent service standards.
• Build local partnerships and manage guest feedback and requests.

Skills

Guest experience

Front office leadership

Customer-facing leadership

Job description

Point A Hotels is seeking a warm, service-obsessed Guest Experience Manager for our Kings Cross property. You will own the guest journey from start to finish, guiding the hotel team to deliver personal, memorable service aligned with Point A hospitality.

You'll lead guest experience initiatives, monitor satisfaction metrics, and collaborate with other departments to ensure smooth operations across early mornings, evenings and weekends.