Are you from a Senior Front Office or Hotel Operations background, passionate about creating unforgettable guest experiences and shaping the future of hospitality? Join PPHE Hotel Group as our Brand Operations & Guest Experience Manager, a fundamental role driving consistency, excellence, and innovation across our entire brand portfolio.
This is an exciting chance to shape the guest experience across a dynamic, forward‑thinking hotel group. You’ll work closely with senior leaders, be the voice of the guest, and drive meaningful improvements across people, product, and performance.
What you’ll do as Brand Operations & Guest Experience Manager:
You’ll be the connector between Brand, Operations, Digital, Commercial, and Development teams, turning brand vision into real, tangible guest experiences. Your work will shape how our hotels operate, feel, and perform.
In this role, you will:
* Bring our brand strategies to life across all regions.
* Drive and evolve brand standards and guest experience frameworks.
* Introduce new guest experience initiatives informed by research, data, and feedback.
* Oversee guest journey mapping, brand audits, mystery guest programmes, and survey insights.
* Review sentiment & online reputation targets and review
* Manages and develop the use of the Service Optimisation system. Currently UNIFOCUS.
* Champion ESG across all experience implementations.
* Partner with Digital & Commercial Tech to roll out guest-facing technologies.
* Use AI-powered insights to elevate service, optimise operations, and support decision-making.
* Work with L&D to embed service culture and develop guest experience training.
* Support hotel openings, renovations, and repositionings.
* Collaborate with Brand Marketing to ensure consistent messaging and visual identity.
* Analyse ROI, monitor trends, and identify opportunities to stay ahead of competitors.
* What you bring as Brand Operations & Guest Experience Manager:
* Strong experience in brand operations, service quality, or multi-property hospitality roles.
* Strategic thinking with hands‑on operational understanding.
* A passion for hospitality and exceptional guest experiences.
* Data fluency, curiosity, and comfort working with new technologies and AI insights.
* Confidence partnering with senior stakeholders and influencing cross‑functional teams.
Benefits you’ll receive:
* 1 day from home per week, you’ll be in 4 days per week including Fridays
* 30 days of holiday per year - including bank holidays, increasing with years of service
* Heavily discounted hotel rates in Europe (extends to the Radisson Hotel Group and family & friends)
* F&B discounts at our restaurants and bars (for your whole party)
* Benefit Hub – Discounts in many supermarkets, major retailers, attractions, restaurants and cinemas.
* Two free meals per day
* Free financial & mortgage advice
* 24/7 employee assistance programme
* Access to 40% of your pay before payday through Wagestream
* Vitality at work scheme, with great gym discounts and more
* Free dry cleaning for work attire
* Travel season ticket loan, Ride to Work Scheme
* Annual team member parties and events
* Company pension plan
If you’re ready to shape the future of hospitality, elevate guest experiences, and leave your mark across a global portfolio, we’d love to hear from you. Join us and help create memorable moments that matter.