Guest Experience Leader – Heartfelt Hospitality

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

Benefits offered by this job

Discretionary annual bonus

Pension scheme

Staff discounts

Employee events

Career development

Job summary

Point A Hotels in London is seeking a warm and engaging Guest Experience Manager to shape every part of the guest journey at Point A Hotel Kings Cross. You will own the guest experience from start to finish, ensuring every interaction is personal, smooth and unmistakably Point A.

You’ll lead the guest experience focus, manage communications, and support partnerships while coordinating with the Hotel Management team to drive high standards of hospitality.

Qualifications

• Previous experience in hotel operations, guest experience, front office leadership, or a similar customer-facing leadership role would be an advantage.
• Strong communication skills with attention to detail and a proactive approach to feedback and service recovery.
• You will lead, motivate and support hotel teams to deliver consistent service and build positive relationships with guests and partners.

Responsibilities

• Lead the focus on guest satisfaction, mystery guest results and KPI targets.
• Ensure all property communications are accurate, on-brand and aligned with standards.
• Support local partnerships and guest feedback efforts across the operation.
• Act as the hotel’s number two to the Hotel Manager and cover shifts as needed.

Job description

Point A Hotels in London is seeking a warm and engaging Guest Experience Manager to shape every part of the guest journey at Point A Hotel Kings Cross. You will own the guest experience from start to finish, ensuring every interaction is personal, smooth and unmistakably Point A.

You’ll lead the guest experience focus, manage communications, and support partnerships while coordinating with the Hotel Management team to drive high standards of hospitality.