Guest Experience Leader - Luxury Hotel Front of House

Edwardian Group; Greater London; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

28 days Holiday per annum including BH

Complimentary hot meals and unlimited,

Recommend a Friend Scheme

Annual complimentary night stays

Preferential accommodation rates

Discount platform for stores

Auto enrolment into company pension

Regular social events

Annual recognition events

Wellbeing champions

Company doctor access

Edwardian Academy online learning

Promotion opportunities and training

Job summary

Edwardian Hotels London is seeking a Guest Experience Team Leader for The May Fair Hotel in London. You will shape the guest journey from arrival to departure, ensuring every interaction reflects our commitment to excellence.

As a key Front of House leader, you will oversee guest flow, resolve concerns with empathy, and mentor a team to deliver bespoke luxury experiences while collaborating with Concierge, Housekeeping, and F&B.

Qualifications

• Experience in a luxury hotel or high-end hospitality environment.
• Strong communication and guest-facing confidence.
• Passionate about service excellence and memorable experiences.
• Calm, organised and solutions-focused in a fast-paced environment.
• Strong understanding of Front Office operations and guest service standards.

Responsibilities

• Welcome guests with warmth, professionalism and an intuitive understanding of their needs.
• Oversee check-in, check-out, lobby presentation, and guest flow during peak times.
• Resolve guest concerns with empathy and swift problem-solving.
• Support VIP arrivals, special requests, and bespoke guest experiences.
• Train, mentor, and motivate team to uphold 5-star standards.
• Collaborate with Concierge, Housekeeping, and F&B to deliver a cohesive luxury experience.
• Maintain accurate guest records, preferences, and service notes.

Skills

Guest service excellence

Leadership

Communication skills

Problem solving

Team motivation

Job description

Edwardian Hotels London is seeking a Guest Experience Team Leader for The May Fair Hotel in London. You will shape the guest journey from arrival to departure, ensuring every interaction reflects our commitment to excellence.

As a key Front of House leader, you will oversee guest flow, resolve concerns with empathy, and mentor a team to deliver bespoke luxury experiences while collaborating with Concierge, Housekeeping, and F&B.