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- Tasks: Lead guest services and create memorable experiences at our new flagship hotel.
- Company: Imperial London Hotels, a family-run company with a rich 187-year legacy.
- Benefits: 28 days holiday, training programmes, discounts, and wellbeing support.
- Why this job: Be part of an exciting hotel launch and shape exceptional guest experiences.
- Qualifications: Experience in guest experience leadership from a premium hotel environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
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 at The Imperial (New Opening Hotel) 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 at The Imperial (New Opening Hotel) in London
✨Tip Number 1
Get to know the hotel and its values inside out. When you walk into that interview, show us how your passion for hospitality aligns with our family-run ethos. We want to see that you’re not just looking for a job, but that you genuinely care about creating memorable experiences for our guests.
✨Tip Number 2
Network like a pro! Connect with people in the industry, especially those who have experience in new openings. Attend events or join online groups where you can chat with others who share your passion for guest experience. Remember, it’s all about who you know as much as what you know!
✨Tip Number 3
Prepare for situational questions during your interview. Think about times when you’ve gone above and beyond for a guest or resolved a tricky situation. We love hearing real-life examples that showcase your skills and how you embody the service excellence we strive for at The Imperial.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s a great chance to reiterate why you’d be a perfect fit for our team and how excited you are about the opportunity to shape the future of The Imperial.
We think you need these skills to ace Guest Experience Manager at The Imperial (New Opening Hotel) in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for hospitality shine through! We want to see how passionate you are about creating memorable guest experiences and how that aligns with our family-run values.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in guest-facing roles. We’re looking for someone who can inspire and lead teams, so showcase any leadership or training experience you have!
Be Authentic: We value authenticity, so don’t be afraid to let your personality come through in your application. Share your unique approach to guest service and how you’ve made a difference in previous roles.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker. We can’t wait to hear from you!
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 the past. 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 or feedback that showcase your success in driving key guest experience metrics like NPS and online reputation scores. This will show your understanding of what it takes to create memorable 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 demonstrate your proactive and solutions-driven mindset, which is crucial for this role.
