We have an exciting opportunity for a highly motivated and customer-oriented Guest Experience Manager to join our Front Office team at the Royal Garden hotel.
Join us in creating moments our guests will never forget. As Guest Experience Manager, youll lead our dedicated Guest Services team in delivering genuine warmth, intuitive care, and seamless service at every stage of the guest journey. Working closely with all departments, youll help ensure every stay feels personal, effortless, and truly exceptional. Role Overview:
Maintain a strong presence across all guest-facing areas, proactively engaging with guests to anticipate needs and resolve issues swiftly.
Lead the Guest Services team to identify and act on meaningful opportunities to personalise each stay.
Personally welcome and escort VIPs, repeat guests, and special occasions, ensuring their experience reflects their status and preferences.
Use CRM (Revinate) and Quality Management (Nowcross Glitch) platforms to record, track, and resolve guest feedback and ensure profiles are updated.
Oversee the preparation of the weekly VIP report and ensure relevant information is communicated to all departments.
Conduct regular room and amenity spot checks to maintain luxury standards.
Whats in this for you?
We offer a wide range of benefits and have excellent opportunities for career advancement and development and provide exceptional training programs for all employees as well as supervisors and managers:
Enjoy a complimentary guest experience stay at our hotel within your first 6 months of service (accommodation and breakfast for 2 people)
Indulge in free meals featuring a healthy and balanced menu, complete with hot and cold buffet options.
Enhanced Annual leave (max. 33 days after 5 years)
Get a 50% discount in our Food & Beverage outlets - Min Jiang, Origin Kensington or Piano Bar
Be rewarded with £500-£1300 as a thank you through our Refer a Friend recruitment incentives
Monthly team appreciation events to celebrate team member achievements
Social Events including Annual Awards, Annual Team Member party, gala dinners and more.
Access career development and progression opportunities.
1 day (paid - contractual hours) per year to volunteer for a cause you support, in addition to annual holiday leave
Uniforms provided and laundered complimentary, with dry-cleaning allowance for non-uniformed team members*.
Receive mental health support from our trained Mental Health First Aiders
Access our welfare service via the Employee Assistance Program, providing support through Health Assured.
Well-being programs- Eye test vouchers and contributions towards glasses, various wellbeing activities focused on mental and physical health, life assurance well-being/multi faith room
About You
Previous leadership experience in Guest Relations or Front Office within a luxury hotel environment.
Strong emotional intelligence and ability to engage confidently with high-profile guests.
Proven ability to lead teams with empathy and purpose while maintaining high operational standards.
Excellent knowledge of guest recognition systems and CRM tools (e.g., Revinate).
A proactive approach to service recovery and continuous improvement.
Professional appearance and confident communication skills in person and in writing.
Who Are We? The Royal Garden Hotel strives to be internationally recognised as five-star destination hotel, which offers excellent value where distinction in service comes naturally. We are located in Kensington High Street, side-by-side to Kensington Palace and Park.
Eligibility
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK, or be able to acquire such eligibility. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
We're Here to Support You
We are proud to celebrate diversity and are committed to fostering an inclusive environment for all. If you require any adjustments during the recruitment process such as support with your application, alternative formats or changes to the assessment process, please contact our People & Culture team by phone or email so we can support you accordingly.
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