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- Tasks: Lead guest services and create memorable experiences at our new flagship hotel.
- Company: Join a family-run hotel with a rich 187-year legacy in Bloomsbury, London.
- Benefits: Enjoy 28 days holiday, discounts, training opportunities, and wellbeing support.
- Why this job: Be part of an exciting hotel launch and shape exceptional guest experiences.
- Qualifications: Experience in guest-facing roles at premium hotels and strong leadership skills.
- Other info: Dynamic environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Role: Guest Experience Manager at The Imperial (New Opening Hotel)
Hours: 40 hours a week
Location: Bloomsbury, London
About Us:
Imperial London Hotels is a family run company with a 187-year legacy, dedicated to putting authentic London experiences within everyone's reach. In Summer 2026, we open the doors to our fully re-imagined hotel, The Imperial – a new lifestyle offering within our portfolio. With 357 bedrooms, multiple dining venues, a workout studio, and destination rooftop bar, this will be a new beacon, bang in the heart of Bloomsbury, London.
About the Role:
We are searching for a dynamic and passionate Guest Experience Manager to lead all guest‐facing operations at our newly reimagined flagship hotel. Reporting to the Operations Manager, you will inspire and empower your teams across Reception and Guest Relations, setting the tone for service excellence from pre‐opening through to launch and beyond. Your mission: to create memorable, personalised and seamless experiences that reflect our warm, family‐run values while delivering the elevated standards of a premium London hotel.
What You'll Be Doing:
- Lead all guest‐facing services across Reception, Concierge and Guest Relations, ensuring exceptional hospitality at every stage of the guest journey
- Build, train and motivate a high‐performing Front of House team, fostering a culture of ownership, warmth and accountability
- Drive key guest experience metrics including NPS, online reputation scores and repeat business
- Oversee the upkeep and presentation of all public areas in partnership with Facilities, ensuring the hotel always looks its best for guests
- Conduct regular team briefings focused on service delivery, guest feedback, safety, and operational priorities
- Develop, implement and monitor SOPs that elevate service consistently across all Front of House touchpoints
- Partner with Heads of Departments across Central Services to ensure seamless cross‐departmental operations
- Lead regular audits to monitor quality, service standards and team performance, taking action where required
- Collaborate with Sales, Marketing and Reservations to maximise guest satisfaction, drive loyalty and support business growth
- Manage departmental budgets and overheads, ensuring high standards are delivered efficiently and sustainably
Who You Are:
- An experienced Front of House or Guest Experience leader from a 4*+ or premium lifestyle hotel environment; new‐opening experience is a strong plus
- A people‐focused leader with the ability to inspire, mentor and develop diverse, guest‐obsessed teams
- Skilled in delivering consistently high service standards while managing the demands of a busy, premium operation
- Confident using hospitality systems and guest satisfaction tools, with strong awareness of KPIs and operational drivers
- An exceptional communicator with a natural ability to build rapport with guests, colleagues and stakeholders
- Adaptable, proactive and solutions‐driven — always one step ahead, anticipating guest needs and removing friction points
- Flexibility to work varied shifts in line with a 24/7 hotel operation.
- Passionate about hospitality, authenticity and elevating guest experience at every turn
What's In It for You:
- 28 days holiday, rising to 33 with length of service (including bank holidays)
- Access to ILH Training Academy programmes, apprenticeships and supported study
- Holiday Purchase Scheme
- Complimentary uniform dry‐cleaning, plus discounted personal dry‐cleaning
- Interest‐free Season Ticket Loan
- Workplace Pension
- Team member flat rate and 50% friends and family hotel discount
- 50% discount across ILH F&B outlets
- Discounted drinks at Blooms Café
- Employee‐funded Health Cash Plan
- Local Bloomsbury discounts
- Early Pay access
- Shopping discounts with selected retailers
- Salary sacrifice schemes including nursery care, cycle to work, and technology
- Access to mental health first‐aiders, wellbeing support and the Employee Assistance Programme
Ready to Help Shape the Future of Imperial? If you are passionate about leading exceptional guest experiences and want to play a defining role in the launch of our newly transformed flagship hotel, we'd love to hear from you!
Guest Experience Manager in London employer: Imperial London Hotels
Contact Detail:
Imperial London Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Manager in London
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with The Imperial's unique offerings and values. This way, when you chat with us during interviews, you can show off your passion for creating memorable guest experiences.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might just land you a recommendation when applying through our website.
✨Tip Number 3
Prepare for situational questions! Think about how you'd handle various guest scenarios. We want to see your problem-solving skills in action, so come ready to share your experiences and ideas.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in our minds as we make decisions.
We think you need these skills to ace Guest Experience Manager in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for hospitality shine through! We want to see how excited you are about creating memorable experiences for guests. Share any relevant stories or experiences that highlight your love for the industry.
Tailor Your Application: Make sure to customise your application to fit the Guest Experience Manager role. Highlight your experience in leading teams and delivering exceptional service. We’re looking for someone who understands our family-run values, so make that connection clear!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm at a glance.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at The Imperial!
How to prepare for a job interview at Imperial London Hotels
✨Know the Company Inside Out
Before your interview, dive deep into The Imperial's history and values. Understand their commitment to authentic London experiences and how they plan to elevate guest experiences at their new hotel. This knowledge will help you connect your passion for hospitality with their mission.
✨Showcase Your Leadership Skills
As a Guest Experience Manager, you'll need to inspire and lead teams. Prepare examples of how you've successfully built and motivated teams in previous roles. Highlight your ability to foster a culture of warmth and accountability, which aligns perfectly with the family-run values of The Imperial.
✨Demonstrate Your Guest-Centric Approach
Be ready to discuss specific strategies you've implemented to enhance guest satisfaction. Share metrics like NPS or online reputation scores that you've improved in past positions. This will show your understanding of what it takes to create memorable and personalised experiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and adaptability. Think of scenarios where you've had to anticipate guest needs or resolve issues quickly. Practising these responses will help you convey your proactive approach and solutions-driven mindset effectively.
