Guest Experience Manager

Point A Hotels; City Of London; Presencial; GBP 29.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Guest experience

Front office leadership

Customer-facing leadership

Descripción del empleo

We’re looking for a warm and engaging, service-obsessed Guest Experience Manager to help shape every part of the guest journey at Point A Hotel Kings Crossas a key part of the Hotel Management team.

This is more than a role, it’s your chance to own the guest experience from start to finish. From first impressions at check-in to final farewells, you’ll ensure every interaction is smooth, personal, and unmistakably Point Aand an ambassador for our heartfelt hospitality.

Why Join Point A Hotels

• Competitive Salary, £32,406 per year on a full-time 40-hour contract

• Discretionary annual bonus schemelinked tothe hotels’performance

• Enhanced Parental Leave pay

• Employer pension contribution scheme

• Recommend a Friend recruitment scheme

• Queensway Reward, Recognition and Benefits, including:

• Loyalty scheme for 1, 3, 5 years (and every 5-year interval thereafter)

• Staff discounts and preferential rates across all hotels and the private members Restaurant

• Access to the Reward and Recognition platform with exclusive benefits

• Dedicated Employee Assistance Programme

• Access to the Queensway Foundation

• Access to Stream, for flexible pay, workplacesavingsand financial education

• Season ticket loans

• Cycle to work and Tech salary sacrifice schemes

• Community activities and events:

• Fundraising opportunities with our chosen charity partner, St.Mungos

• Quarterlyand AnnualEmployee events

• Professional development and career opportunities across the Queensway group including Coffee Houses and Support Office functions

• Fun, friendly, and supportive work environment

What We Are Looking For

You’ll be someone who genuinely cares about people and takes pride in creating exceptional, memorable guest experiences through our unique heartfelt hospitality. You’ll bring confidence, kindness, honesty, and reliability to the way you lead, motivating and supporting the hotel team to deliver consistent service while building positive relationships with guests, colleagues, and local partners.

True to our values, you’ll challenge everything by looking for ways to improve the guest journey, work together with a calm and solution-focused mindset, have fun while keeping service standards high, and be kind in every interaction. With strong communication skills, great attention to detail, and a proactive approach to feedback and service recovery, you’ll be ready to act as the hotel’s ‘number two’ when the Hotel Manager is not working and support the operation flexibly across early mornings, evenings, and weekends.

Previous experience in hotel operations, guest experience, front office leadership, or a similar customer-facing leadership role would be a real advantage.

More about the role

You’ll lead the focus on guest satisfaction, mystery guest results, and key performance targets. You’ll make sure all property communications, from collateral and emails to written materials, are accurate, on brand, and aligned with our standards. You’ll also support the operations team with local partnerships, guest feedback, and requests, ensuring they suit our guest profile. This role deputises for the Manager in their absence whilst leading guest experience initiatives at your hotel and support the wider cluster.

About Point A

Point A Hotels is reimagining what great value stays can be. We're a growing collection of city centre hotels across the UK and Ireland, combining thoughtful design, central locations and heartfelt hospitality to create stays that leave a lasting impression. We believe everyone deserves to feel at ease, in control and connected, whatever brings them to the city, and we're passionate about delivering warm, personal service that makes every guest feel welcome.

Family-owned and proudly people-focused, we challenge convention, care deeply about the little things and believe great hospitality starts with great people. As we continue to evolve our brand, we're looking for people who share our curiosity, kindness and ambition to do things differently.

Point A Hotels is part of Queensway, a privately owned hospitality business that develops, owns and operates distinctive hotel brands across Europe. Alongside Point A, Queensway is home to Montagu Place, Sloane Place, Starbucks, KFC and Sloane Club, giving our teams the opportunity to be part of an ambitious business that's shaping the future of hospitality through thoughtful growth, innovation and long-term investment in its people.