At a Glance
- Tasks: Lead the guest experience and ensure memorable stays at a flagship hotel.
- Company: Join Accor, a global leader in hospitality with over 5,500 hotels.
- Benefits: Enjoy staff rates, ongoing training, and strong career progression.
- Other info: Be part of a diverse team committed to responsible hospitality.
- Why this job: Make a real impact on guest experiences in a dynamic London location.
- Qualifications: Experience in guest experience leadership and strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality. Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
At Novotel London Canary Wharf, you will be part of a flagship property in one of London’s most dynamic locations, delivering memorable guest experiences with panoramic skyline views and a strong focus on service excellence. You will join a supportive and high‑performing team with opportunities to grow across the Accor network worldwide.
What You’ll Do
- Lead and oversee the end-to-end guest experience from pre-arrival to departure
- Act as Manager on Duty, taking responsibility for the hotel during your shift
- Drive guest satisfaction and identify opportunities to enhance service delivery
- Lead, coach and motivate the Front Office team, fostering a positive team culture
- Maintain a strong presence in the lobby, engaging with guests and anticipating their needs
- Handle guest feedback, complaints and service recovery with professionalism and care
- Work closely with Housekeeping, Maintenance and F&B to ensure a seamless experience
- Oversee Front Office operations including check-in/out, room allocation, billing and reporting
- Monitor performance metrics and guest feedback platforms to support continuous improvement
- Ensure compliance with brand standards, health & safety, and operational procedures
What We’re Looking For
- Previous experience in a Front Office or Guest Experience leadership role
- Strong leadership skills with a hands‑on and guest‑focused approach
- Excellent communication and interpersonal skills
- Confident problem solver, able to remain calm under pressure
- Strong organisational skills with the ability to multitask
- Knowledge of Opera PMS or similar systems is an advantage
- Flexibility to work a variety of shifts, including weekends and holidays
Why Join Us
- Be part of a globally recognised hospitality group with strong career progression opportunities
- Access to staff rates across Accor properties worldwide
- Ongoing training and development through Accor Academies
- Work in a dynamic and supportive team environment in a landmark London hotel
Our Commitment To Diversity & Inclusion
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Guest Experience Manager employer: Novotel Hotels
Join Novotel London Canary Wharf, a flagship property within the prestigious Accor network, where your contributions are valued and recognised. With a strong focus on service excellence and a commitment to responsible hospitality, we offer a dynamic work environment that fosters personal and professional growth. Enjoy access to global career opportunities, ongoing training, and staff rates across our hotels, all while being part of a supportive team dedicated to creating memorable guest experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at the hotel or within the Accor network. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Show off your personality! When you get that interview, let your passion for guest experience shine through. Share stories that highlight your leadership skills and how you've made guests feel special in the past.
✨Tip Number 3
Be prepared with questions! Show your interest in the role by asking about team culture, guest feedback processes, or how they handle service recovery. It shows you're serious about making a positive impact.
✨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 being part of the Accor 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 guest experiences shine through! We want to see how you can bring a smile to our guests' faces and create memorable moments.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in guest services. We’re looking for specific examples that demonstrate your leadership skills and ability to enhance service delivery.
Be Professional Yet Personable:While we appreciate professionalism, don’t forget to let your personality come through! We’re all about creating a positive team culture, so show us who you are and how you connect with others.
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 Novotel London Canary Wharf!
How to prepare for a job interview at Novotel Hotels
✨Know the Company Inside Out
Before your interview, take some time to research the hotel and the Accor network. Understand their values, mission, and what it means to be a Heartist®. This will not only show your genuine interest but also help you align your answers with their vision of responsible hospitality.
✨Showcase Your Leadership Skills
As a Guest Experience Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully led a team or improved guest satisfaction. Highlight your hands-on approach and how you motivate others to create memorable experiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle guest complaints. Think of specific situations where you turned a negative experience into a positive one. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Engage with Enthusiasm
During the interview, maintain a positive and engaging attitude. Show your passion for guest service and your commitment to creating a welcoming environment. Remember, they’re looking for someone who embodies their values, so let your personality shine through!
