Guest Experience Manager

Priory Group; Greater London; On-site; GBP 34,000 - 46,000; Full time

Benefits offered by this job

Car Allowance

25 days Annual Leave + Bank Holidays +

Birthday day off

Length of service recognition

Employee Assistance Programme

Healthcare benefits

Eye Care Vouchers

Employee discounts

IPD sponsorship

Leadership & management development

Parental Leave Gift

Job summary

Priory Group is seeking a Guest Experience Manager to deliver a warm, hospitality-led service across Roehampton and Woking. You’ll be the non-clinical focal point, coordinating admission to discharge and ensuring guests feel welcomed, informed and cared for.

The role requires experience in hotel or premium customer service, excellent communication, CRM use (Salesforce desirable), strong organisation, and willingness to travel between regional sites. Shifts include early, late and weekend cover.

Qualifications

• Experience in hotel, luxury hospitality or premium customer service.
• Ability to build relationships with guests with empathy and professionalism.
• Highly organised, adaptable and able to manage multiple priorities.
• Attention to detail; comfortable using CRM and Microsoft Office; Salesforce desirable.

Responsibilities

• Build trusted relationships with private guests from admission through discharge.
• Coordinate room preferences and wellbeing services.
• Maintain accurate guest records in Salesforce and ensure seamless handovers.
• Gather feedback to continually improve the guest experience.

Skills

Customer service

Communication

Organisation

CRM experience

Salesforce experience

Tools

Salesforce

Microsoft Office

Job description

Guest Experience Manager

Application Deadline: 30 October 2026

Department: Corporate Services

Employment Type: Permanent - Full Time

Location: Remote

Compensation: £40,000 / year

Description

Guest Experience Manager
Roehampton & Woking
Up to £40,000

We are seeking a Guest Experience Manager to join our team at Priory. Working across our sites in Roehampton and Woking, you’ll deliver an exceptional experience for every private inpatient from admission through to departure. Working hours will vary between 8am and 8pm, depending on guest and service needs. Shifts will also include weekend cover where weekend patient admissions are due.

As the named non-clinical point of contact, you’ll ensure guests feel welcomed, informed and supported throughout their stay. You’ll coordinate their practical and personal needs, resolve requests and work closely with clinical and operational teams to create a seamless, personalised experience.

Your focus will be on delivering a warm, hospitality-led service where every guest feels known, valued and cared for. Hotel, luxury hospitality or high-end guest service experience is essential. A full UK driving licence and willingness to travel between regional sites is essential.

What you'll be doing

You’ll build trusted relationships with private guests from confirmed admission through to discharge. You’ll contact guests before arrival to understand their preferences, answer questions and coordinate their admission, before welcoming them on arrival and ensuring they feel comfortable and well cared for.

You’ll coordinate room preferences, wellbeing services and other personalised arrangements, respond to requests and work closely with clinical, hospitality and operational teams to resolve issues. You’ll maintain accurate guest records in Salesforce, communicate through guests’ preferred channels and provide seamless handovers to colleagues when needed.

You’ll gather feedback and identify opportunities to improve the service, consistently delivering a five-star hospitality experience that reflects Priory’s commitment to exceptional guest care.

What you'll bring to the role

You’ll have proven experience in hotel, luxury hospitality or premium customer service, with a passion for delivering exceptional guest experiences.

You’ll be confident building relationships, communicating with empathy and professionalism, and putting people at ease in sensitive situations. You’ll be highly organised, adaptable and able to manage multiple priorities while using your initiative to resolve issues.

You’ll have strong attention to detail, be confident using CRM and Microsoft Office systems, and understand confidentiality and professional boundaries. Salesforce experience is desirable, but not essential.

A full UK driving licence and willingness to travel between regional sites is essential.

What we will give you in return

We want you to succeed at Priory and thrive in your role. You will be well supported with regular career conversations. We also offer full training and numerous pathways into leadership and qualified clinical positions to help you shape your career with us.

• Car Allowance
• 25 days Annual Leave + Bank Holidays + additional day’s leave for your Birthday!
• Annual leave entitlement increases based on length of service: 27 days after 5 years’ service and 30 days after 10 years’ service
• Length of service recognition awards – every 5 years
• Employee Assistance Programme
• Initial Disclosure Check Cost covered, if applicable to role
• ‘My Possible Self’ App and health-related benefits
• Online discounts and cashback rewards – Priory Perks
• Smart Technology scheme (qualifying period)
• Cycle to work scheme (qualifying period)
• Smart Holidays (qualifying period)
• Gym Flex (qualifying period)
• Healthcare Cash Plan – Simply Health Scheme
• Eye Care Vouchers
• ‘Cash for Colleagues’ – Employee referral scheme
• Access to development opportunities
• Sponsorship of professional qualifications through our Individual Professional Development (IPD) panel
• Leadership & management development
• Parental Leave Gift

Shortening may begin upon receipt of applications, and the Recruiting Manager may close the vacancy early if enough suitable candidates are identified.