Guest Experience Manager (Assistant Manager of Reservations)

TN United Kingdom; London; On-site; GBP 39,000; Full time

Job summary

Join a leading hospitality establishment as a Guest Experience Manager. In this pivotal role, you will support the Head of Guest Experience, drive exceptional service, and lead a dedicated team. This dynamic position requires a calm demeanor and a passion for guest satisfaction. Enjoy competitive pay, exclusive benefits, and a vibrant work culture that celebrates diversity and inclusion. If you're ready to make a significant impact in a high-energy environment, this is the perfect opportunity for you!

Benefits

Complimentary Meals

Exclusive Rates for Friends and Family

Wellbeing and Health Benefits

Birthday Off

Refer a Friend Scheme

Regular Social Events

Employee Assistance Program

Reward and Recognition Initiatives

Qualifications

• Proven track record of delivering outstanding guest service.
• Experience in people management and team leadership.

Responsibilities

• Support the Head of Guest Experience in operational tasks.
• Lead a team of guest experience supervisors and agents.
• Deliver exceptional experiences from pre-arrival to post-departure.

Skills

Leadership Experience

Guest Service

People Management

Commercial Mindset

Job description

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Guest Experience Manager (Assistant Manager of Reservations), London

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Client:

The Ned

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

267978f4e584

Job Views:

4

Posted:

29.04.2025

Expiry Date:

13.06.2025

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Job Description:

Our Guest Experience Centre provide exceptional service to guests and members, driving bookings and revenue in all areas of The Ned. As a leader of a key team providing support to all operational departments, the Guest Experience manager is a pivotal role that keeps things running smoothly and influences amazing guest experiences from pre-arrival to post-departure.

Do you want 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 for like-minded individuals to meet, work and have a good time.

The Ned launched in 2017 in the heart of the City, in the former Midland Bank headquarters. The Ned City of London houses Ned’s Club - a private members’ space, gym and rooftop - alongside a public spa, a whole floor of event spaces, ten restaurants and bars and 250 hotel bedrooms.

Reporting into the Head of Guest Experience, you will:

• You’re the right-hand person to the Head of GEC, supporting them in delivering all operational, commercial, experiential, and people performance
• Support with all people leadership tasks - including team recruitment, development and performance chats, onboarding new starters - this is a great role for an ambitious manager who wants to build their people management skillset
• Lead a team of guest experience supervisors and agents who will look after all incoming calls and emails for reservations for our restaurants, rooms, member services, and spa
• Be a font of knowledge and enthusiasm for everything The Ned has to offer, making recommendations and upsells to future guests whilst also instilling this same sense of advocacy in your team
• Work required shift patterns that will include weekends and night shifts where necessary

What The Ned can give you:

• Salary of up to £38,900 per year, including service charge
• Complimentary meals in our friendly team restaurant, Neddy’s including monthly payday breakfast
• Exclusive rates at The Ned for staying and eating for you, your family and friends
• Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping and cinema discounts
• Your birthday off, after a year of service and more holiday after five years of service
• Refer a friend scheme
• Regular social events, including an annual pool party
• Employee assistance program – 24/7 advice and support
• Reward and recognition initiatives

What you can bring to the role:

• Previous leadership experience with a proven track record of delivering outstanding guest service, and people management
• A commercial mindset is non-negotiable in our leaders. As a manager you will support your Head of Department in delivering excellent financial performance and results
• Our operation can be a high-pressure environment, but you’ll be the steady presence that our team look to, so a calm demeanour and a genuine passion for providing guests with an exceptional experience every time will be second nature to you

At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality.

Please let us know of any specific needs you may have during your interview.

All candidates must the right to work in the UK to be considered for this role.

Apply today and join us as Guest Experience Manager (Assistant Manager of Reservations)