Guest Experience Manager

Point A Hotels; Greater London; Presencial; GBP 29 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Discretionary annual bonus

Pension scheme

Staff discounts

Employee events

Career development

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Descrição da oferta de emprego

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 Cross as 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 A and 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 scheme linked to the 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, workplace savings and 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
• Quarterly and Annual Employee 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 is shaping the future of hospitality through thoughtful growth, innovation and long-term investment in its people.