Guest Experience Manager - London

The Landmark London; City of Westminster; On-site; GBP 29,000 - 35,000; Full time

Job summary

A luxury hotel in London is seeking a Guest Experience Manager who will be the face of the hotel. You'll lead the guest journey, oversee daily Front of House operations, and mentor the team to ensure exceptional service. Ideal candidates have previous hotel management experience and excellent interpersonal skills. This position offers an annual salary of £35,000 and various employee benefits, including discounts and development opportunities.

Benefits

Annual salary of £35,000

Pension with company contributions

50% discount in restaurants and Spa treatments

Complimentary stay after probation

IHG Employee rate across 6000 hotels globally

Healthcare cash plan

Interest-free season ticket loan

Free meals on duty

Qualifications

• Experience managing guest interactions in a hotel environment.
• Ability to handle feedback and turn service recovery into loyalty.
• Availability to work a flexible shift pattern, including nights and weekends.

Responsibilities

• Lead the guest journey as the face of the hotel.
• Oversee daily operations in the Front of House and public areas.
• Coach Front of House team members on guest interaction standards.
• Collaborate with department heads on service scores and guest feedback.
• Be the point of contact for safety, security, and emergency protocols.

Skills

Experience in a hotel front office or guest-facing management role

Excellent interpersonal and conflict resolution skills

Strong organisational and communication skills

Proven ability to lead and inspire teams

Familiarity with hotel systems (Opera Cloud or similar)

Job description

At Hotel Indigo, our people are the soul of our story. We take that even further; drawing on local culture, creativity and hospitality to create moments that feel personal and real. As a Guest Experience Manager, you'll be the visible presence across our Front of House; guiding teams, engaging guests, and ensuring that every stay is something to remember.

Responsibilities

• Lead the guest journey: Act as the face of the hotel in the lobby and across guest touchpoints, ensuring every welcome, response, and farewell is memorable and heartfelt.
• Own the floor: Oversee daily operations in the Front of House and public areas, stepping in to check guests in and out, support with luggage assistance, and resolve guest queries, concerns or complaints before they escalated.
• Support the team: Coach and mentor Front of House team members on guest interaction, complaint handling, and service delivery standards.
• Manage performance: Collaborate with department heads on service scores, guest feedback (including online reviews), and continuous improvement strategies.
• Coordinate with confidence: Be the point of contact for safety, security, and emergency protocols.
• Handle special moments: Coordinate bespoke experiences for returning guests, loyalty members, and those celebrating special occasions.
• Be a communicator: Maintain excellent communication across departments to ensure guest needs are met efficiently and with care.

You will be required to work a 4 on 4 off shift pattern with 12 hour shifts.

What's Your Story?

• Experience in a hotel front office or guest-facing management role
• Proven ability to lead and inspire teams in fast-paced environments
• Excellent interpersonal and conflict resolution skills
• Confidence handling guest feedback and turning service recovery into loyalty
• Strong organisational and communication skills
• Familiarity with hotel systems (Opera Cloud or similar)
• Availability to work a flexible shift pattern, including nights, weekends and public holidays
• A genuine passion for people and service excellence
• Pre-opening experience is a plus!

Benefits

• Annual salary: 35,000
• Pension with company contributions
• 50% discount in all our restaurants and Spa treatments across our properties
• Team member and Friends & Family rates across our properties
• Complimentary stay after passing probation
• IHG Employee rate across 6000 hotels globally
• Extensive discounts on our benefits platform
• Healthcare cash plan
• Interest-free season ticket loan
• Employee Assistance Programme - 24/7 online GP, mental health support, and wellbeing
• World-class development programmes and growth opportunities
• Bike to work scheme
• Recommend a Friend incentive
• Free meals on duty
• Social squads and recognition schemes to make your voice heard and celebrate success