Luxury Front Office Guest Experience Specialist

The Doyle Collection Ltd.; Greater London; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Service charge on top of base salary

Free meals on duty

50% discount when dining with The Mary

Discounted hotel rates

Personal development training

Cycle to work scheme

Store and online shop discounts

Life Insurance and Company Pension

Complimentary uniform and dry cleaning

One paid volunteering day per year

Employee Assistance Programme access

Hotel incentives and rewards

Staff social events

Refer a Friend bonus

Job summary

The Marylebone Hotel in London seeks a passionate Guest Experience Executive to join our Front Office team. You will welcome guests, anticipate needs, and deliver thoughtful service that reflects The Doyle Collection's standards of excellence.

As the face of the hotel, you will build connections, handle enquiries, and contribute to memorable stays at our luxury property in Marylebone. A proactive, customer-focused approach and calm professionalism are essential.

Qualifications

• Experience in luxury hospitality, guest relations, front office or customer service.
• Strong communication and interpersonal abilities.
• Proactive and solutions-focused approach.
• Excellent attention to detail and organisational skills.

Responsibilities

• Deliver a warm and personalised welcome to all guests.
• Build genuine relationships with guests and create memorable experiences.
• Handle guest enquiries, requests, and feedback efficiently and professionally.
• Proactively identify opportunities to exceed guest expectations.
• Support guest arrivals, departures, VIP stays, and special occasions.
• Collaborate with hotel departments to ensure seamless service.
• Resolve guest concerns with confidence, empathy and professionalism.
• Maintain excellent knowledge of hotel facilities and local attractions.

Skills

Luxury hospitality

Guest relations

Front office

Customer service

Communication

Interpersonal skills

Attention to detail

Organisational skills

Calm under pressure

Welcoming demeanor

Job description

The Marylebone Hotel in London seeks a passionate Guest Experience Executive to join our Front Office team. You will welcome guests, anticipate needs, and deliver thoughtful service that reflects The Doyle Collection's standards of excellence.

As the face of the hotel, you will build connections, handle enquiries, and contribute to memorable stays at our luxury property in Marylebone. A proactive, customer-focused approach and calm professionalism are essential.