Luxury Guest Experience Leader

Autograph Collection; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

St Pancras London Autograph Collection seeks a Guest Relations Manager to lead the Guest Experience function, coordinating Concierge, Guest Experience Associates and Porters to deliver exceptional service.

You will drive VIP journeys, champion personalised service, and partner with Front Office and other departments to elevate guest satisfaction in a landmark hotel, ensuring memorable stays for every guest.

Qualifications

• Experience leading luxury hotel Guest Experience teams.
• Proven track record in enhancing guest satisfaction.
• Strong leadership and mentorship abilities.
• Excellent communication and stakeholder management.

Responsibilities

• Lead the Guest Experience team across Concierge and Luggage Porter operations.
• Oversee VIP programme from pre-arrival to departure.
• Drive guest satisfaction with proactive engagement and feedback.
• Maintain visible leadership during peak periods.
• Build relationships with tour operators and partners.
• Support Front Office and wider Rooms Division as needed.
• Manage budgets and controllable expenses.
• Coach and develop associates.

Skills

Guest relations leadership

Concierge services

Front office leadership

Budget management

Communication skills

VIP programme management

Tools

GuestVoice

GXP Empower

Job description

St Pancras London Autograph Collection seeks a Guest Relations Manager to lead the Guest Experience function, coordinating Concierge, Guest Experience Associates and Porters to deliver exceptional service.

You will drive VIP journeys, champion personalised service, and partner with Front Office and other departments to elevate guest satisfaction in a landmark hotel, ensuring memorable stays for every guest.