At a Glance
- Tasks: Lead a team to create unforgettable pre-arrival experiences for luxury hotel guests.
- Company: Join the historic Cambridge House, a vibrant new luxury hotel in Mayfair.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on personalisation and guest satisfaction.
- Why this job: Be part of a reimagined landmark and shape exceptional guest experiences.
- Qualifications: Experience in luxury hospitality and strong communication skills required.
The predicted salary is between 45000 - 60000 £ per year.
Since 1756, Cambridge House has been the home where the Great and the Glorious gather. The storied Mayfair townhouse reawakens in 2026. The centuries old landmark, which has welcomed tastemakers and world shapers throughout its rich history, will be the capital’s most magnetic and vibrant gathering place and experience-driven luxury hotel. The imaginative renewal of this historic property at 94 Piccadilly will capture the spirit of London like no other, providing a captivating new Mayfair destination for Londoners and international visitors alike.
Set in the historic building which formerly housed the iconic In and Out military club, the 18th Century Georgian mansion and Grade 1-listed Palladian-style townhouse will be brilliantly reimagined as a 102-room hotel. Preserving its rich heritage while offering a harmonious blend of luxuriously private and vibrant social spaces replete with unique dining destinations and Auberge spa. It will also be home to an exclusive members club set to define the new pulse of modern London life.
As the Pre-Arrival Manager for Cambridge House, you will be leading a dedicated team of Itinerary Designers / Guest Relations Executives whilst upholding the highest standards of service and communication. Working closely with Reservations, Concierge, Housekeeping, Food & Beverage, and Butler teams, you will deliver exceptional and memorable stays for our guests that reflect the refinement and elegance of Cambridge House. From the moment a reservation is confirmed through to arrival at the House, the Pre-Arrival Manager is responsible for curating thoughtful, seamless and highly personalised pre-arrival experiences, ensuring every guest feels anticipated, recognised, and genuinely cared for ahead of their stay.
Key Responsibilities- Proactively oversee and manage all pre-arrival guest engagement, delivering personalised communication via email, telephone and preferred guest channels to ensure a seamless luxury experience prior to arrival.
- Curate bespoke welcome experiences by gathering, maintaining and actioning detailed guest preferences, including dietary requirements, special occasions, travel arrangements, stay purpose and personalised requests within Opera Cloud.
- Manage and maintain guest profiles within Opera Cloud, ensuring all information is accurate and up to date.
- Collaborate closely with Housekeeping, Concierge, Butler, Spa, Food & Beverage and Reservations teams to ensure all guest requirements, room preferences and special requests are executed to the highest luxury standards.
- Conduct detailed guest profiling and research using previous stay history, preferences and guest insights to deliver intuitive, highly personalised service for both first-time and returning guests.
- Handle sensitive guest information with the utmost discretion, maintaining GDPR compliance and operational standards.
- Contribute to daily pre-arrival briefings and prepare reports to align operational teams on upcoming arrivals and priorities.
- Coordinate room inspections, suite spot checks and operational readiness to ensure presentation, amenities and service standards consistently reflect the House’s luxury positioning.
- Support the House’s upselling strategy through thoughtful recommendations of accommodations, dining venues, wellness offerings and curated local experiences during pre-arrival engagement.
- Champion intuitive and personalised service delivery that enhances guest satisfaction, strengthens loyalty and positively contributes to overall NPS performance.
- Contribute to the development, implementation, and continuous improvement of pre-arrival standard operating procedures, service standards, and quality assurance processes through regular audits and ongoing service enhancement initiatives.
- Previous managerial experience within a luxury hospitality environment, ideally in Guest Experience, Guest Relations or Front Office.
- Strong knowledge of Opera Cloud or similar PMS.
- Proven experience managing high-profile clientele.
- Excellent communication and interpersonal skills, both written and verbal, with a polished and engaging manner.
- Strong understanding of the London market.
- Collaborative leadership style with the ability to build strong cross-departmental relationships.
- Flexible availability, including weekends and public holidays.
Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.
Luxury Pre-Arrival & Guest Experience Lead in London employer: Cambridge House, Auberge Collection
Cambridge House is an exceptional employer, offering a unique opportunity to be part of a historic luxury hotel set in the vibrant heart of Mayfair. With a commitment to excellence, employees benefit from a collaborative work culture that prioritises personal growth and development, alongside competitive remuneration and perks. The chance to curate unforgettable guest experiences in a beautifully reimagined landmark makes this role not just a job, but a meaningful career in hospitality.
Contact Details:
Cambridge House, Auberge Collection Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Luxury Pre-Arrival & Guest Experience Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the luxury hospitality sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Show up at industry events or job fairs. These are golden opportunities to meet potential employers face-to-face. Bring your A-game, and don’t forget to follow up with anyone you chat with!
✨Tip Number 3
Practice your pitch! Be ready to talk about your experience and what makes you a great fit for the Pre-Arrival & Guest Experience Lead role. Tailor your pitch to highlight your luxury service skills and knowledge of the London market.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Cambridge House team. Let’s make it happen!
We think you need these skills to ace Luxury Pre-Arrival & Guest Experience Lead in London
Some tips for your application 🫡
Show Your Passion for Luxury:When writing your application, let your love for luxury hospitality shine through. We want to see how you connect with the essence of Cambridge House and what makes you excited about creating memorable guest experiences.
Tailor Your Experience:Make sure to highlight your previous managerial experience in luxury settings. We’re looking for specific examples that showcase your ability to lead teams and deliver exceptional service, so don’t hold back on the details!
Be Personable and Engaging:Your written communication should reflect the polished and engaging manner we value at Cambridge House. Use a friendly tone and ensure your personality comes through, as this is key in the luxury hospitality world.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Cambridge House!
How to prepare for a job interview at Cambridge House, Auberge Collection
✨Know Your Luxury Hospitality Inside Out
Before the interview, brush up on your knowledge of luxury hospitality trends and the specific offerings of Cambridge House. Familiarise yourself with their unique selling points and how they differentiate themselves in the market. This will show your genuine interest and help you articulate how you can contribute to their vision.
✨Master the Art of Personalisation
As a Pre-Arrival Manager, personalisation is key. Prepare examples of how you've tailored guest experiences in previous roles. Think about specific instances where you went above and beyond to meet a guest's needs, and be ready to discuss how you would apply that same level of care at Cambridge House.
✨Showcase Your Team Leadership Skills
Since you'll be leading a team, it's crucial to demonstrate your leadership style. Prepare to discuss how you foster collaboration across departments, especially with teams like Concierge and Housekeeping. Share stories that highlight your ability to motivate and guide your team towards delivering exceptional service.
✨Be Ready for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle high-profile clientele. Think through potential challenges you might face in the role and how you would address them. This will showcase your critical thinking and readiness to maintain the luxury standards expected at Cambridge House.
