JOIN OUR FAMILY
At RBH we believe
our people are our biggest assets and understand the value in putting them
first. Our approach to diversity in the workplace, health & wellbeing,
sustainability and individuality sets us apart from our competitors and is one
of the reasons we are rated Top 30 Best Places to Work in Hospitality! We
are passionate about the industry and always on the lookout for new talent to
join us on our journey...
OUR HOTEL
The Met Hotel is
entering an exciting new chapter in 2026, having been through a full renovation
that was designed to reimagine every touchpoint of the guest experience. To
shape this next era, we’re looking for a dedicated Guest Experience Manager
who will oversee our daytime operations and bring our renewed vision of warm,
authentic, and unforgettable hospitality to life.
At The Met, we
believe that extraordinary hotel experiences are made by the people behind
them. If you’re looking for a role where you can grow, develop, and be part of
a vibrant, dynamic team, this is your chance to make a real impact.
This is a unique
opportunity to be at the forefront of shaping the guest experience in our newly
refurbished hotel. If you’re an enthusiastic leader with a passion for
hospitality and want to help lead the future of The Met, we’d love to hear from
you!
AN DAY IN THE LIFE OF A GUEST EXPERIENCE MANAGER AT THE MET
HOTEL, LEEDS
We
don’t just offer a place to stay; we craft unforgettable moments. As our Guest
Experience Manager, you’ll be the champion of every touchpoint in the guest
journey, shaping stays that spark curiosity, joy, and connection. You’ll lead
by example—curating an environment where service feels genuine, personal, and
effortlessly memorable, ensuring every guest feels truly valued from arrival to
farewell.
From designing
standout guest experiences to anticipating needs before they arise, you’ll be
at the heart of elevating our service culture. This role offers the opportunity
to influence the atmosphere and energy of our dynamic, ever-evolving hotel,
redefining what exceptional hospitality looks and feels like.
Reporting to our Operations Manager, your day will
include:
* Lead the Guest
Experience: Deliver warm, thoughtful, and proactive service at every stage of
the guest journey.
* Curate the Guest
Experience: Oversee arrival, in-stay, and departure experiences, ensuring every
interaction is seamless, engaging, and aligned with our brand values.
* Enhance
Guest Engagement: Seek opportunities to delight—whether through personalised
touches, special moments, or creative solutions that make a guest’s stay truly
stand out.
* Resolve Guest
Feedback & Challenges: Take ownership of guest concerns or requests,
ensuring they feel heard, valued, and eager to return.
* Duty Manager
Responsibility: Act as Duty Manager when scheduled, ensuring smooth operations
across the hotel and coordinating the guest experience holistically.
* Cross-Department
Collaboration: Partner with housekeeping, F&B, maintenance, and other teams
to ensure all guest needs are addressed smoothly and cohesively.
* Uphold
Brand & Experience Standards: Maintain and elevate our service standards,
ensuring consistency, creativity, and operational excellence throughout your
shift.
* Experience
Insights & Reporting: Support the Front Office Manager with guest
satisfaction reporting, experience improvements, and initiatives that enhance
overall service quality.
WHAT WE NEED FROM YOU
We hire mostly on personality & potential—but
here’s what will help you shine in the role of Guest Experience Manager:
* Previous
experience in a guest-facing hotel role, ideally with supervisory experience in
guest experience, front office, or similar environments.
* Proficiency
with Opera or comparable hotel management software is highly beneficial.
* Natural
leadership skills with the ability to inspire, motivate, and nurture a
guest-centred team culture.
* A
genuine passion for crafting memorable, personalised experiences and elevating
every guest interaction.
* Strong
organisational and multitasking abilities, thriving in a fast-paced,
ever-changing environment.
* Excellent
problem-solving skills with a focus on empathy, guest satisfaction, and
positive outcomes.
* The
ability to remain calm, thoughtful, and solution-focused—even under pressure.
* Flexibility
to work weekdays, weekends, and public holidays as required.
WHAT WE OFFER
Why this role?
* Be at the forefront
of the exciting transformation of The Met Hotel Leeds, as we redefine the guest
experience. This is a unique opportunity to contribute to something
extraordinary while advancing your hospitality career.
* Work in a dynamic,
fast-paced environment where creativity, individuality, and ambition are
celebrated and encouraged.
* Competitive salary,
performance incentives, and ample opportunities for growth in a thriving team.
* Play a key role in
crafting the first impression of our guests' stay, ensuring their experience
from check-in to check-out is seamless, memorable, and unlike any other.
You will have
access to a benefits package we believe truly works for our people
* Discounted
hotel room rates for you and your friends & family
* An
additional days leave for your birthday
* Enhanced
Maternity, adoption & shared parental leave
* Course
Sponsorship
* 30%
F&B discount at RBH hotels
* Refer
a Friend scheme (earn £250 for each referral up to 5 referrals)
* Wagestream
- choose how and when you get paid
* Life
Insurance
* Employee
Assistance Programme
* Social
and wellness events and activities all year round
* Free
meals on duty saving you over £1000 per year
And much much
more!
EQUAL OPPORTUNITIES
RBH Hospitality
Management is an equal opportunity employer. We believe in hiring a diverse
workforce and sustaining an inclusive, people-first culture. If at any point
throughout our process you require reasonable adjustments, please contact
careers@rbhmanagement.com