Guest Experience Manager
Coming soon to the heart of Mayfair, The St. Regis London marks the brand’s prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies ‘Live Exquisite’ — a celebration of London’s pioneering and glamorous lifestyle for the Luminaries of the world.
As Guest Experience Manager, you will lead the delivery of exceptional service across the property, ensuring every guest journey is seamless, personalised and memorable. With a refined and guest‑centric approach, you will oversee lobby operations, manage service recovery and act as a key liaison between guests and hotel departments. Bringing strong experience in guest relations and intuitive leadership, you will set the tone for luxury service and elevate every touchpoint of the guest experience.
Key Responsibilities
1. Lead daily guest relations operations, ensuring seamless and personalized service
2. Manage the flow of guest inquiries and direct guests throughout the property with confidence and elegance
3. Support the resolution of service issues and ensure timely, thoughtful follow-up
4. Maintain high visibility in public areas during peak periods to anticipate guest needs
5. Implement and communicate guest recognition and loyalty programs
6. Conduct regular property inspections for appearance, safety, and staffing
7. Ensure compliance with brand standards, policies, and emergency protocols
8. Record and track guest feedback, comment cards, and satisfaction metrics
9. Empower and coach team members to deliver anticipatory and intuitive service
10. Handle guest complaints with diplomacy and resolve issues promptly
11. Collaborate with all departments to support property operations and guest satisfaction
12. Perform front desk duties during high-demand periods
Core Competencies
We are looking for a confident and emotionally intelligent leader who embodies the spirit of luxury hospitality. You should bring elegance, precision, and a deep understanding of guest service excellence. You should have:
13. Minimum 3 years of experience in guest relations or front-of-house leadership roles
14. Strong interpersonal and communication skills
15. Proven ability to lead, coach, and inspire a team
16. Calm and composed in high-pressure guest-facing situations
17. Knowledge of hotel operations, safety protocols, and service recovery best practices
18. Passion for creating memorable guest experiences in a luxury setting
At The St. Regis London, our Hosts are the heartbeat of our legacy of exceptional service. In honour of your dedication, we offer a curated collection of benefits designed to support and elevate your journey with us.
Financial Rewards
19. Competitive salary designed to recognise excellence
20. Enhanced pension
21. Life assurance
22. Company sick pay
23. Additional holiday allowance
24. Access to BenefitHub's exclusive retail, wellness and travel privileges
25. Friends & Family preferred rates at Marriott hotels worldwide
Career Development
26. Clear pathway for internal promotions and transfers
27. Cross-department training to refine your craft and broaden your expertise
28. Expert-led development programmes
29. Continuous learning through structured programmes
30. Premium e-learning platform access
31. Be part of an exclusive pre-opening experience shaping the future of the property
Wellbeing Support
32. Private Medical Insurance
33. Employee Assistance Programme
34. Complimentary meals on duty, crafted with care and served in our staff restaurant featuring wholesome, quality cuisine.
35. Food & Beverage discounts across Marriott properties
36. Year-round wellbeing initiatives and wellness activities
Recognition & Appreciation
37. Award programmes celebrating exceptional performance
38. The Astor Awards
39. Distinctive Moments celebration
40. Long service awards
41. Key life moments celebrated - birthday, anniversaries, personal milestones and achievements
42. Vibrant social calendar with team events and engagement activities
*Terms and Conditions Apply
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 any other basis protected by applicable law.