Guest Experience Manager

The Westin London City; City Of London; On-site; GBP 30,000 - 50,000; Full time

Job summary

A luxury spa hotel in the City of London is seeking a Guest Experience Manager to ensure exceptional guest services and enhance satisfaction. The role involves building strong relationships with guests, collaborating with departments, and maintaining high service standards. Ideal candidates will possess a welcoming demeanor, flexibility in working hours, and fluency in English. The position offers a comprehensive benefits package, including flexible working and access to a wellness program.

Benefits

Flexible working

Staff accommodation rates

Life Assurance Cover

Cycle to Work Scheme

Health Cash Plan

Continuous Learning & Development opportunities

Meals on duty

Qualifications

• Motivated self-starter with a positive attitude.
• Immaculate appearance.
• Ability to promote new ideas.

Responsibilities

• Ensure the highest levels of hospitality and service.
• Build relationships with guests through personalized communication.
• Collaborate with other departments to meet guest needs.
• Maintain visibility in public areas during peak times.
• Perform Front Desk duties as needed.

Skills

Pleasant and welcoming manner

Flexible and adaptable

Fluency in English

Knowledge of Opera PMS

Good training and interpersonal skills

Job description

JOIN OUR FAMILY

The Westin London City boasts an impressive riverside location and spectacular views over London’s historic River Thames. Overlooking Shakespeare’s Globe and the striking Tate Modern, our luxury spa hotel offers 226 guest rooms, suites and residences impeccably designed with the Westin Heavenly Bed, sleek bathrooms and free high‑speed Wi‑Fi. Guests are invited to indulge in an array of Westin services and amenities.

Our mission is “To be the preeminent wellness brand in hospitality, empowering guests to regain control and enhance their well‑being when they need it most, while traveling, ensuring they can be the best version of themselves.”

At The Westin London City, our employees are at the heart of bringing our wellness mission to life. We empower you to enhance the guest experience and reach your full potential in roles you undertake with pride by providing an enriching and supportive work culture.

Join our team at The Westin London City and be part of crafting distinctive guest experiences, just moments from some of London’s most iconic landmarks.

A DAY IN THE LIFE OF A GUEST EXPERIENCE MANAGER AT THE WESTIN LONDON CITY

What you’ll be doing…

Reporting to the Front of House Manager, you can expect your working day to include the following:

• Ensuring that the highest levels of hospitality and service is provided. Represents property management in resolving any guest‑related situation.
• As a guest relations manager handles the tracking of service issues by demonstrating his or her expertise to guests.
• Serves as an on‑property point of contact for a subset of loyal guests, starting with, at a minimum, all Marriott Bonvoy Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite guests with upcoming reservations and in‑house ones and also recognizing Marriott Bonvoy Elite members through personal email outreach.
• The Guest experience manager will be responsible for building relationships with as many guests as possible through email communication initiated prior to their arrival and continuing until their departure.
• Responsible for cooperating with other departments within the property to ensure guests needs are always met, striving to go above and beyond for every single guest and enhancing the Westin Experience.
• Maintaining Guest Experience and Front Desk Goals.
• Implements guests recognition/service program, communicating and ensuring the process.
• Being the property GSS (Guest Service Satisfaction) Champion organizing monthly GSS Meeting with the entire property and analysing GSS results by providing an action plan.
• Maintains high visibility in public areas during peak times.
• Maintains presence in the Westin Club during peak times, engaging with guests, and making sure they are enjoying their experience.
• Performs Front Desk duties in high‑demand times by covering Duty Manager and Night Manager shifts according to business needs.
• Understanding the purpose of each stay, and in doing so, conveying relevant brand content that reinforces our positioning of helping our guests maintain their wellness routine while traveling.

WHAT WE NEED FROM YOU

We hire mostly on personality & potential, but here are a few of our requirements…

To succeed in the role of Guest Experience Manager, you will need the following qualities and skills:

• We are looking for someone with a pleasant and welcoming manner.
• Flexible & adaptable to different working conditions and hours.
• Forward thinker that promotes new ideas.
• Immaculate appearance.
• Oral & written fluency in English. Additional language will be considered a plus.
• Be motivated and a self‑starter.
• Have a positive attitude.
• Knowledge of Opera PMS.
• Commitment to our values and beliefs.
• Good effective training and interpersonal skills.

WHAT WE OFFER

You will have access to a benefits package we believe truly works for our people, and enhances our overall culture…

• Flexible working (subject to role and probationary review)
• Staff accommodation rates across UK (Mariott & 4C Group Hotels)
• Life Assurance Cover
• Cycle to Work Scheme
• Technology Scheme
• Health Cash Plan (HSF)
• Referral Bonus Scheme
• Workplace pension scheme
• Access to Employee Assistance Program (EAP) and Wellbeing Support
• Eyecare vouchers
• Continuous Learning & Development opportunities
• Recognition Programme
• Opportunity to attend Social events.
• Meals on duty (worth £1000)

EQUAL OPPORTUNITIES

4C Group and The Westin London City are an equal opportunity employer.

ABOUT 4C GROUP

4C Group is a global organisation that manages and develops properties and hotels in key business districts and leisure hot spots across the UK, Middle East, Africa and Canada. The company was formed in 2010, building on the foundations of a family property business that stretches back to the 1990s. The group’s mission is to operate sustainably, delight guests and investors, whilst striving to deliver a positive environmental and social impact within local communities.