Guest Experience Team Leader

Edwardian Hotels London; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

28 days Holidays + bank holidays

Staff meals and beverages

Annual complimentary night stays

Job summary

Edwardian Hotels London is seeking a Guest Experience Team Leader for The May Fair Hotel to shape the guest journey from arrival to departure, ensuring service excellence and 5-star standards.

You will lead Front of House operations, manage peak-time guest flow and support VIP requests while fostering a calm, guest-centric team environment in a luxury setting.

Qualifications

• Experience in a luxury hotel or high-end hospitality environment.
• Strong communication and guest-facing confidence.
• Calm, organised and solutions-focused in a fast-paced environment.

Responsibilities

• Welcome guests with warmth and professionalism.
• Oversee check-in/out, lobby presentation and guest flow during peak times.
• Resolve guest concerns with empathy and swift problem-solving.
• Support VIP arrivals and bespoke guest experiences.
• Train, mentor and motivate team members to uphold 5-star standards.
• Collaborate with Concierge, Housekeeping and F&B to deliver a cohesive luxury experience.
• Maintain accurate guest records and preferences for future stays.

Job description

Join the UK’s most dynamic collection of hotels and restaurants

At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our values: having Integrity, being Ambitious, and always Quality-Driven. Talented individuals who want to work alongside likeminded passionate people in a rewarding, fulfilling, and fun environment. We know that your unique talents and ambitions not only have the ability to exceed our guests’ exacting standards, but also propel your own career potential in a company that recognises and rewards.

At Edwardian Hotels London we are committed to being the best place to work, so much so that we have officially been recognised as a Great Place to Work. Our commitment to the wellbeing and development of our people is at the fore front of our culture.

An exciting opportunity to join our Front of House team at our stunning, The May Fair Hotel as a Guest Experience Team Leader. As a key member of the Front of House leadership team, you will help shape the guest journey from arrival to departure, ensuring every interaction reflects the hotel’s commitment to excellence.

Overview

• Welcome guests with warmth, professionalism, and an intuitive understanding of their needs
• Oversee check‑in, check‑out, lobby presentation, and guest flow during peak times
• Resolve guest concerns with confidence, empathy, and swift problem‑solving
• Support VIP arrivals, special requests, and bespoke guest experiences
• Train, mentor, and motivate team members to uphold 5‑star standards
• Collaborate with departments including Concierge, Housekeeping, and F&B to deliver a cohesive luxury experience
• Maintain accurate guest records, preferences, and service notes to enhance future stays

About You

• Experience in a luxury hotel or high‑end hospitality environment
• A natural leader with strong communication and guest‑facing confidence
• Passionate about service excellence and creating memorable experiences
• Calm, organised, and solutions‑focused in a fast‑paced environment
• Strong understanding of Front Office operations and guest service standards
• Professional appearance, impeccable manners, and a warm, engaging personality
• Ability to inspire and support a team while maintaining high performance

Company Benefits

• Competitive salary
• 28 days Holiday per annum including Bank Holidays increasing with long service
• Complimentary hot meals, salad bar and unlimited beverages provided daily
• Recommend a Friend Scheme of up to £500 per friend recommended.
• Annual complimentary night stays within our hotels
• Preferential accommodation rates for all Edwardian Hotels for Hosts, their family and their friends
• Access to a discount platform for all of the most popular stores and outlets
• Auto enrolment into our company pension scheme
• Regular social events across all hotels
• Annual company recognition events held in January each year
• Wellbeing champions across all of our hotels
• Access to our company doctor for medical appointments and occupational health support
• Access for all hosts to our online learning platform Edwardian Academy
• Opportunities for promotion and a wide range of training programs to support your development

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.