Guest Experience Leader – Luxury Hotel

TipTopJob; St Albans; On-site; GBP 34,000 - 42,000; Full time

Job summary

TipTopJob in Hertfordshire is seeking an experienced Guest Experience Manager for a luxury hotel, focusing on personalised guest journeys from pre-arrival to departure and delivering seamless service across departments.

You will be the hotel ambassador, guiding Front Office, F&B, Housekeeping and Events to consistently exceptional standards while coaching teams to elevate guest satisfaction and manage VIPs with discretion.

Qualifications

• Experience in luxury hotel or high-end hospitality.
• Passionate about delivering exceptional, personalised service.
• Warm, engaging and confident with guests.
• Highly organised with excellent attention to detail.
• Comfortable dealing with VIP and high-profile guests.
• Strong communicator who can build relationships across levels.
• Proactive, hands-on and able to remain calm under pressure.
• Natural team player with the leadership by example.

Responsibilities

• Overseeing the guest journey and ensuring consistently high service standards.
• Building strong relationships with guests and creating personalised experiences.
• Managing VIPs, repeat guests and special occasions.
• Proactively handling guest feedback and resolving issues with discretion.
• Working with Front Office, F&B, Housekeeping and Events to ensure seamless guest experience.
• Coaching and supporting teams to embed a genuine guest-centric culture.
• Monitoring guest feedback and identifying opportunities to improve service.
• Supporting the delivery of hotel events and special experiences.
• Ensuring guest preferences are captured and communicated across the operation.

Job description

TipTopJob in Hertfordshire is seeking an experienced Guest Experience Manager for a luxury hotel, focusing on personalised guest journeys from pre-arrival to departure and delivering seamless service across departments.

You will be the hotel ambassador, guiding Front Office, F&B, Housekeeping and Events to consistently exceptional standards while coaching teams to elevate guest satisfaction and manage VIPs with discretion.