Guest Experience Manager - Iconic Luxury Five-Star Hotel, London

Location:            London

Salary:                £50,000

We are seeking an exceptional Guest Expereince Manager to join the leadership team of one of London’s most iconic luxury five-star hotels.

This is a highly visible, guest-facing role with a strong emphasis on delivering an exceptional, highly personalised experience for all suite guests, ensuring they feel recognised, valued and impeccably cared for throughout their stay.

As Guest Experience Manager, you will oversee the day-to-day operations of the Guest Experience team, ensuring every arrival, departure and interaction reflects the highest standards of five-star hospitality. A key focus of this role is the end-to-end journey of our suite guests, from pre-arrival planning and bespoke in-stay experiences to seamless departures and thoughtful follow-up. You will act as a senior ambassador for the hotel, building genuine relationships with VIPs, repeat guests and high-profile clientele.

Responsibilities

• Lead, motivate and developthe Guest Experience team 
• Personally oversee and enhance the experience of all suite and VIP guests
• Ensure flawless guest journeys from pre-arrival to post-departure
• Act as the senior point of contact for suite guests, VIPs and special requests
• Resolve guest concerns with discretion, empathy and efficiency
• Drive luxury service standards aligned with the hotel’s brand and reputation
• Work closely with Housekeeping, F&B and Reservations to deliver seamless, personalised experiences for suite guests
• Support recruitment, training and development, with a particular focus on intuitive, anticipatory service

Requirements

• Proven experience in a Guest Services, Front Office management role within a luxury five-star hotel
• Demonstrated experience working with suite-level, VIP or UHNW guests
• A genuine passion for bespoke, detail-driven hospitality
• Impeccable communication skills and a warm, confident leadership style
• Calm, polished and solutions-focused under pressure
• A natural host with a strong understanding of luxury expectations