Guest Experience Manager — Luxury Hotel

Maybourne Hotel Group; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Excellent benefits package

Pension scheme

Travel season ticket loans

Family friendly policies

Discounts on dining and spa services

Wellbeing support

Job summary

The Berkeley, part of Maybourne Hotel Group, has a storied heritage spanning over a century. Nestled between Knightsbridge and Belgravia, the hotel combines iconic style with exceptional service to enchant every guest experience from the moment they arrive.

Join a collaborative, energetic team where ideas are valued and career growth is supported through in-house training and clear progression paths. A culture of outstanding guest care and continuous improvement defines our daily work.

Qualifications

• Eligibility to live and work in the UK.

Responsibilities

• Identify all requirements for the week and ensure that every point is planned and actions assigned.
• Coordinate guest departure arrangements and post-departure queries.
• Manage guest complaints with personal follow-up, using feedback to improve guest recognition and satisfaction.
• Promote guest awareness of hotel facilities.
• Regularly review and update standards and job descriptions.
• Contribute to maintaining service levels in line with LQA and Forbes standards.

Job description

The Berkeley, part of Maybourne Hotel Group, has a storied heritage spanning over a century. Nestled between Knightsbridge and Belgravia, the hotel combines iconic style with exceptional service to enchant every guest experience from the moment they arrive.

Join a collaborative, energetic team where ideas are valued and career growth is supported through in-house training and clear progression paths. A culture of outstanding guest care and continuous improvement defines our daily work.