Guest Experience Manager
Job Number 26066875
Job Category Rooms & Guest Services Operations
Location 37 Conduit Street, London, United Kingdom, W1S 2YF
Schedule Full Time
Position Type Management
Description
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
* Lead daily guest relations operations, ensuring seamless and personalized service
* Manage the flow of guest inquiries and direct guests throughout the property with confidence and elegance
* Support the resolution of service issues and ensure timely, thoughtful follow-up
* Maintain high visibility in public areas during peak periods to anticipate guest needs
* Implement and communicate guest recognition and loyalty programs
* Conduct regular property inspections for appearance, safety, and staffing
* Ensure compliance with brand standards, policies, and emergency protocols
* Record and track guest feedback, comment cards, and satisfaction metrics
* Empower and coach team members to deliver anticipatory and intuitive service
* Handle guest complaints with diplomacy and resolve issues promptly
* Collaborate with all departments to support property operations and guest satisfaction
* Perform front desk duties during high-demand periods
Core Competencies
* Minimum 3 years of experience in guest relations or front‑of‑house leadership roles
* Strong interpersonal and communication skills
* Proven ability to lead, coach, and inspire a team
* Calm and composed in high‑pressure guest‑facing situations
* Knowledge of hotel operations, safety protocols, and service recovery best practices
* Passion for creating memorable guest experiences in a luxury setting
Financial Rewards
* Competitive salary designed to recognise excellence
* Enhanced pension
* Life assurance
* Company sick pay
* Additional holiday allowance
* Access to BenefitHub's exclusive retail, wellness and travel privileges
* Friends & Family preferred rates at Marriott hotels worldwide
Career Development
* Clear pathway for internal promotions and transfers
* Cross‑department training to refine your craft and broaden your expertise
* Expert‑led development programmes
* Continuous learning through structured programmes
* Premium e‑learning platform access
* Be part of an exclusive pre‑opening experience shaping the future of the property
Wellbeing Support
* Private Medical Insurance
* Employee Assistance Programme
* Complimentary meals on duty, crafted with care and served in our staff restaurant featuring wholesome, quality cuisine
* Food & Beverage discounts across Marriott properties
* Year‑round wellbeing initiatives and wellness activities
Recognition & Appreciation
* Award programmes celebrating exceptional performance
* The Astor Awards
* Distinctive Moments celebration
* Long service awards
* Key life moments celebrated — birthday, anniversaries, personal milestones and achievements
* Vibrant social calendar with team events and engagement activities
* Terms and Conditions Apply
Equal Employment Opportunity Statement
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.
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