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- Tasks: Lead the Guest Experience team to deliver exceptional, personalised service for every guest.
- Company: Join the prestigious Brown's Hotel, part of Rocco Forte Hotels in Mayfair.
- Benefits: Enjoy discounted hotel stays, food and beverage discounts, and extensive learning opportunities.
- Why this job: Be part of a passionate team that creates memorable experiences for guests.
- Qualifications: Positive attitude, strong work ethic, and multitasking skills in a fast-paced environment.
- Other info: Engage in a rewarding career with recognition programs and a supportive family culture.
The predicted salary is between 36000 - 60000 £ per year.
Brown's Hotel, part of the Rocco Forte Hotels group, is London's first hotel, opening in 1832 on Albemarle Street. With a rich history, it has become a prestigious landmark, welcoming distinguished guests. Located in the heart of Mayfair, it offers easy access to Bond Street’s luxury boutiques, Dover Street Market, The Royal Academy of Arts, and independent galleries. Brown's embodies Rocco Forte Hotels' philosophy of blending local character with world-class hospitality.
Your key responsibilities:
- Lead and inspire the Guest Experience and Front Office teams to deliver intuitive, personalised service.
- Act as the key contact for VIP and suite guests from booking to post-stay, building lasting relationships.
- Deliver exceptional guest experiences at Brown’s Hotel, upholding the renowned standards of Rocco Forte Hotels.
- Oversee daily guest-facing operations and the smooth running of the Amenity Centre, including SOP development, reporting, inventory, and bespoke amenity creation.
- Anticipate guest needs, resolve concerns professionally, and drive continuous service excellence.
- Train, mentor, and manage team performance, scheduling, and presentation standards.
- Collaborate with Housekeeping, Kitchen, In-Room Dining, Sales & Marketing, Purchasing, and Concierge to ensure seamless service delivery.
- Monitor feedback, implement improvements, and ensure full compliance with health, safety, and company policies.
Who we are looking for:
- A positive attitude with a willingness to learn and grow in hospitality.
- Enthusiasm, strong work ethic, and ability to multitask in a fast-paced environment.
- Skilled at creating memorable experiences and building lasting relationships.
- Able to work independently while collaborating across teams and departments.
- Committed to maintaining high standards of hygiene, health, and safety.
Why join us at Rocco Forte Hotels?
Being part of Rocco Forte Hotels means engaging in a career where passion and dedication are recognised and rewarded, making it an ideal place for those seeking growth and excellence in the hospitality industry. Working with us provides access to the following perks:
- Discounted rates across our collection of iconic hotels - £25/€30 per night
- 50% discount on Food and Beverage, 25% discount on Spa Treatments & 20% discount on Health Spa products
- Extensive learning and development opportunities
- Social activities and events
- Recognition programs & Annual awards
- Pension Scheme
- Season Ticket Loan / Cycle to Work Scheme
- Employee Assistance Programme
Ready to take your next step in your career? Apply now to become a valued part of Rocco Forte Hotels, an inspirational place to work, known for its commitment to excellence and a sense of familiar family culture everywhere, combined with the passion, commitment and desire from team members to delight guests and serve one another.
Guest Experience Manager employer: Brown's Hotel, a Rocco Forte Hotel
Contact Detail:
Brown's Hotel, a Rocco Forte Hotel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the hospitality industry, especially those who work at Rocco Forte Hotels. A friendly chat can open doors and give you insider info about the Guest Experience Manager role.
✨Tip Number 2
Show off your personality! When you get that interview, let your passion for hospitality shine through. Share stories of how you've created memorable experiences for guests in the past.
✨Tip Number 3
Do your homework! Familiarise yourself with Brown's Hotel and its unique offerings. Knowing the ins and outs will help you stand out and show that you're genuinely interested in being part of the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the Rocco Forte family right from the start.
We think you need these skills to ace Guest Experience Manager
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for hospitality shine through! Share specific experiences that highlight your enthusiasm and commitment to creating memorable guest experiences. We want to see how you can bring that passion to Brown's Hotel.
Tailor Your Application: Make sure to customise your application to reflect the unique qualities of Brown's Hotel and Rocco Forte Hotels. Mention how your skills align with the role of Guest Experience Manager and how you can contribute to our philosophy of blending local character with world-class service.
Be Authentic: We value individuality, so don’t be afraid to let your personality come through in your application. Share your story and what makes you unique. This is your chance to show us who you are beyond your qualifications!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity at Brown's Hotel!
How to prepare for a job interview at Brown's Hotel, a Rocco Forte Hotel
✨Know Your History
Familiarise yourself with Brown's Hotel and its rich history. Understanding the hotel's legacy and how it fits into the Rocco Forte Hotels group will show your genuine interest in the role and help you connect with the interviewers.
✨Showcase Your Passion for Hospitality
Prepare to discuss specific examples of how you've created memorable experiences for guests in the past. Highlight your enthusiasm for delivering exceptional service and how you can bring that passion to the Guest Experience Manager role.
✨Demonstrate Team Leadership Skills
Be ready to talk about your experience in leading teams and how you inspire others to deliver high standards. Share anecdotes that illustrate your ability to mentor and motivate staff, as this is crucial for the role.
✨Anticipate Questions on Problem-Solving
Think about potential challenges you might face in the role and prepare solutions. Discuss how you would handle guest concerns or operational issues, showcasing your proactive approach to ensuring a seamless guest experience.