Guest Experience Lead – VIP & Service Excellence

The Imperial London Hotels Limited; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

28 days holiday

ILH Training Academy programmes

Staff discounts

Pension

Season Ticket Loan

Flexible benefits

Job summary

The Imperial London Hotels Limited, Holiday Inn Bloomsbury, is seeking a personable Guest Relations Manager to be the face of the hotel, ensuring guests receive outstanding service from arrival to departure.

Based in Bloomsbury, London, the role leads guest relations and front office duties with a focus on service excellence, VIP and loyalty member experiences, and continuous improvement across teams.

Qualifications

• Experience in Guest Relations or Front Office in a hotel leadership role.
• Excellent communication and relationship-building skills.
• Strong problem-solving abilities with guest issue resolution experience.
• Organised, proactive and able to thrive in a fast-paced environment.

Responsibilities

• Deliver exceptional guest experiences and be a visible presence throughout the hotel.
• Welcome VIPs, loyalty members, corporate clients and group arrivals.
• Manage guest feedback, complaints and service recovery effectively.
• Monitor guest satisfaction and online reviews, driving continuous improvement.
• Work closely with operational teams to ensure seamless service delivery.
• Support hotel-wide service excellence initiatives and brand standards.

Skills

Guest relations

Front office leadership

Communication

Relationship building

Problem solving

Organised

Proactive

Job description

The Imperial London Hotels Limited, Holiday Inn Bloomsbury, is seeking a personable Guest Relations Manager to be the face of the hotel, ensuring guests receive outstanding service from arrival to departure.

Based in Bloomsbury, London, the role leads guest relations and front office duties with a focus on service excellence, VIP and loyalty member experiences, and continuous improvement across teams.