Head of Guest Experience Manager - St. Pancras London

St Pancras London, Autograph Collection; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A luxury hotel collection is seeking a Head of Guest Experience to enhance guest journeys and oversee both Guest Experience and Guest Services teams. The ideal candidate will have a minimum of two years in a similar leadership role in luxury hospitality, showcasing a strong understanding of service excellence. Competitive salary and comprehensive benefits are offered.

Benefits

Competitive salary with annual performance-based bonus

31 days of holiday, increasing with service

Private medical insurance and life assurance

Complimentary access to gym and spa

Free meals on duty

Global Marriott travel discounts

Qualifications

• Minimum two years in a leadership role within luxury hospitality.
• Deep understanding of service excellence and guest engagement.
• Strong communication skills to lead diverse teams.

Responsibilities

• Lead by example in delivering personalized service.
• Maintain presence in public areas to engage guests.
• Oversee Guest Services team for anticipatory service.

Skills

Service excellence

Interpersonal skills

Problem-solving

Job description

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today's traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative - in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,? begin your purpose, belong to an amazing global? team, and become the best version of you.

At St. Pancras Renaissance Hotel London, we believe in creating moments that are both timeless and personal. As part of Marriott's Autograph Collection, we celebrate individuality and craftsmanship in every detail. Our hotel is more than a destination-it's a story waiting to be told.

As Head of Guest Experience, you will be the architect of our guest journey. This leadership role is responsible for shaping and delivering a seamless, elevated experience across all touchpoints. You will oversee both the Guest Experience and Guest Services teams, ensuring that every interaction reflects the hotel's heritage, character, and commitment to excellence.

Key Responsibilities

Guest Experience Leadership

• Lead by example in delivering warm, intuitive, and personalised service.
• Maintain a strong presence in public areas, engaging with guests to gather insights and resolve concerns in real time.
• Champion the GXP Empower programme, ensuring guest feedback is captured, analysed, and actioned across departments.
• Collaborate with department heads to embed a culture of continuous improvement and service innovation.

Guest Services Oversight

• Ensure the delivery of thoughtful, anticipatory service through the Guest Services team.
• Oversee the Navigator programme, curating local experiences that reflect the spirit of the hotel and its surroundings.
• Respond to bespoke guest requests with discretion and efficiency, from transportation and dining to wellness and cultural experiences.
• Foster a proactive, empowered team culture that consistently exceeds expectations.

What We're Looking For

• A minimum of two years in a similar leadership role within a luxury hospitality environment.
• A deep understanding of service excellence, quality standards, and guest engagement.
• Strong interpersonal and communication skills, with the ability to lead and inspire diverse teams.
• Calm, confident decision-making and problem-solving abilities in high-pressure situations.

What We Offer

• Competitive salary with annual performance-based bonus
• 31 days of holiday (including Bank Holidays), increasing with service
• Private medical insurance and life assurance
• Complimentary access to gym and spa facilities
• Free meals on duty and dry-cleaning service
• Global Marriott travel discounts and 50% off F&B at St. Pancras outlets
• Season ticket loan, cycle-to-work scheme, and access to BenefitHub
• Ongoing training, development, and recognition programmes

Join Us

If you are passionate about creating meaningful guest experiences and thrive in a setting where heritage meets innovation, we invite you to join our team. At St. Pancras, every detail matters-and so do you.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.