Guest Experience Manager
hace 5 días
London
Following a multi-million-pound refurbishment, we are delighted to introduce The Welbeck Hotel, located in the heart of Marylebone. Previously Holiday Inn London Oxford Circus, The Welbeck Hotel offers an upscale boutique feel across all 164 bedrooms, reflecting its classic 19th-century architecture. At The Welbeck, our Front Office team is at the heart of the guest experience. This role is not just about operational excellenceits about leadership, creativity, initiative, and building meaningful guest relationships while ensuring a seamless customer journey. About the Role We are seeking a proactive and guest-focused Guest Experience Manager to support the day-to-day operations of the Front Office. Working closely with the Front Office Management team, you will play a key role in leading by example, driving service excellence, and ensuring every guest enjoys a seamless and memorable stay. Key Responsibilities • Act as the primary contact for guests, including VIPs and repeat guests, ensuring personalised service throughout their stay, • Oversee the guest journey from arrival to departure, ensuring smooth check-in and check-out processes, • Handle guest enquiries, feedback, and complaints, providing pro...