Luxury Guest Experience Lead

Royal Garden Hotel Limited; Greater London; On-site; GBP 28,000 - 34,000; Full time

Job summary

Royal Garden Hotel Limited in London, United Kingdom, is seeking a Guest Experience Supervisor to oversee the daily operations of the Guest Experience function and ensure luxury service standards are consistently delivered.

You will lead by example, support the Guest Services Team, collaborate with Front Office, Concierge, and Housekeeping, and actively promote hotel facilities and London experiences to enhance guest stays. Temporary covering in absence of the Guest Experience Manager may occur.

Qualifications

• Previous experience in a guest-facing role, ideally in a luxury hotel.
• Strong guest relations and problem-solving skills.
• Excellent communication and interpersonal skills.
• High attention to detail and service standards.
• Immaculate personal presentation.
• Excellent interpersonal skills and professional ethics.
• Ability to stay calm and professional in a fast-paced environment.
• A high level of spoken English; additional language skills are advantageous.
• Knowledge of Opera and Hotel PMS systems.

Responsibilities

• Support the Assistant/Guest Experience Manager in daily operations and service standards.
• Supervise and support the Guest Services Team during daily operations.
• Lead by example and create a warm, welcoming environment for guests and colleagues.
• Ensure personalised and efficient service from arrival through departure.
• Anticipate guest needs and identify opportunities to exceed expectations.
• Assist Front Office leadership with duties and departmental projects.
• Handle guest feedback, complaints and service recovery promptly and professionally.
• Respond to inquiries across channels with courteous, efficient communication and proper documentation.
• Answer incoming calls within three rings using standard etiquette and transfer as needed.
• Maintain lobby presence and coordinate training needs under Tailor Touch Programme.

Skills

Guest relations

Problem solving

Communication skills

Attention to detail

Personal presentation

Interpersonal skills

English proficiency

Tools

Opera

Hotel PMS

Job description

Royal Garden Hotel Limited in London, United Kingdom, is seeking a Guest Experience Supervisor to oversee the daily operations of the Guest Experience function and ensure luxury service standards are consistently delivered.

You will lead by example, support the Guest Services Team, collaborate with Front Office, Concierge, and Housekeeping, and actively promote hotel facilities and London experiences to enhance guest stays. Temporary covering in absence of the Guest Experience Manager may occur.