Guest Experience Manager (Assistant Manager of Reservations)

The Ned & Ned's Club; London; On-site; GBP 39,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Experience Manager to enhance guest satisfaction and operational excellence. This role involves leading a dedicated team, managing reservations, and ensuring exceptional service delivery. The ideal candidate will possess strong leadership skills and a passion for creating memorable experiences. With a commitment to diversity and inclusion, this position offers the opportunity to thrive in a dynamic environment while enjoying various employee benefits, including complimentary meals and wellbeing perks. Join a vibrant team and make a difference in the hospitality sector!

Benefits

Complimentary meals

Exclusive rates for stays and dining

Wellbeing benefits

Birthday off after one year

Paid volunteer day

Referral bonuses

Social events

Employee assistance programs

Recognition initiatives

Qualifications

• Proven record in guest service and team management.
• Experience in leading teams and supporting financial performance.

Responsibilities

• Support the Head of GEC in delivering operational and commercial objectives.
• Lead a team handling reservations for restaurants, rooms, and spa.

Skills

Leadership experience

Guest service

Team management

Commercial mindset

Calm demeanor

Job description

Guest Experience Manager (Assistant Manager of Reservations)

Join us to apply for the Guest Experience Manager (Assistant Manager of Reservations) role at The Ned & Ned's Club.

Our Guest Experience Centre provides exceptional service to guests and members, driving bookings and revenue across all areas of The Ned. As a leader supporting all operational departments, the Guest Experience Manager plays a pivotal role in ensuring smooth operations and delivering memorable guest experiences from pre-arrival to post-departure.

Are you ready to join one of the best places to work in hospitality?

What’s the role?

Guest Experience Manager (Assistant Manager of Reservations)

About The Ned:

The Ned and Ned’s Club are a global collection of hotels, clubs, spas, and restaurants designed for like-minded individuals to meet, work, and enjoy themselves. Launched in 2017 in the former Midland Bank headquarters in the City of London, The Ned City houses Ned’s Club—a private members’ space, gym, and rooftop—alongside a public spa, event spaces, ten restaurants and bars, and 250 hotel bedrooms.

Reporting into the Head of Guest Experience, you will:

• Support the Head of GEC in delivering operational, commercial, experiential, and people performance objectives.
• Assist with all people leadership tasks, including recruitment, development, performance reviews, and onboarding—ideal for an ambitious manager eager to develop management skills.
• Lead a team of guest experience supervisors and agents handling reservations for restaurants, rooms, member services, and spa.
• Be knowledgeable and enthusiastic about The Ned’s offerings, making recommendations and upselling to guests while fostering this advocacy within your team.
• Work flexible shift patterns, including weekends and nights as necessary.

What The Ned offers:

• Salary up to £38,900 per year, including service charge.
• Complimentary meals at Neddy’s, including monthly payday breakfast.
• Exclusive rates for stays and dining for you, family, and friends.
• Wellbeing benefits, including Reward Gateway, Wagestream, gym, shopping, and cinema discounts.
• Your birthday off after one year of service, with additional holiday entitlement after five years.
• Paid volunteer day, referral bonuses, social events, employee assistance programs, and recognition initiatives.

What you bring:

• Leadership experience with a proven record in guest service and team management.
• A commercial mindset supporting financial performance.
• Calm demeanor and passion for delivering exceptional guest experiences, even under pressure.

At The Ned, diversity, equity, and inclusion are central to our culture. Please inform us of any specific needs during your interview. Candidates must have the right to work in the UK. Apply today to join us as a Guest Experience Manager (Assistant Manager of Reservations).

Additional Information:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management
• Industry: Hospitality