At a Glance
- Tasks: Lead the guest experience and ensure exceptional service at a flagship hotel.
- Company: Join Accor, a global leader in hospitality with over 5,500 hotels.
- Benefits: Competitive pay, staff rates worldwide, and ongoing training opportunities.
- Other info: Flexible shifts and a commitment to diversity and inclusion.
- Why this job: Make a real impact on guest satisfaction and be part of a dynamic team.
- Qualifications: Experience in guest experience leadership and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
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. Are you ready for your next career move? We are looking for a passionate and driven Guest Experience Manager to lead and elevate the overall guest journey across the hotel. This role combines operational leadership with a strong focus on service culture, guest satisfaction, and continuous improvement.
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
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 Leader - Elevate Service & Satisfaction employer: NOVOTEL
At Novotel London Canary Wharf, we pride ourselves on being a part of the Accor network, offering a vibrant work culture that champions personal growth and development. Our commitment to service excellence is matched by our dedication to creating memorable experiences for both guests and employees, all while fostering a supportive team environment in one of London's most iconic locations. Join us to not only advance your career but also to contribute to responsible hospitality that makes a positive impact on our community and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Leader - Elevate Service & Satisfaction
✨Tip Number 1
Network like a pro! Reach out to current 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 your passion for guest experience! When you get the chance to meet with hiring managers, share specific examples of how you've gone above and beyond for guests in the past. It’s all about that personal touch!
✨Tip Number 3
Be proactive! If you see an opportunity to improve something during your visit to the hotel, mention it. This shows you're already thinking like a Guest Experience Leader and are ready to contribute from day one.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates directly from us, making it easier to stay in the loop.
We think you need these skills to ace Guest Experience Leader - Elevate Service & Satisfaction
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for guest experience shine through. We want to see how much you care about creating memorable moments for guests and how you embody the Heartist® spirit.
Tailor Your CV:Make sure your CV highlights relevant experience in guest services or leadership roles. We love seeing how your past experiences align with our vision of responsible hospitality and service excellence.
Be Authentic:Don’t be afraid to show your personality in your cover letter. We appreciate authenticity and want to know what makes you unique and how you can contribute to our supportive team culture.
Apply Through Our Website:For the best chance of success, apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at NOVOTEL
✨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 enthusiasm but also help you align your answers with their expectations.
✨Showcase Your Guest-Centric Approach
As a Guest Experience Leader, your focus should be on service excellence. Prepare examples from your past experiences where you went above and beyond for guests. Highlight how you handled feedback and turned complaints into positive outcomes.
✨Demonstrate Leadership Skills
Be ready to discuss your leadership style and how you motivate teams. Think of specific instances where you led a team through challenges or improved team culture. This is crucial as the role involves coaching and fostering a positive environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle pressure. Practice responses to scenarios like managing a busy lobby or resolving a guest complaint. This will help you convey your calmness and organisational skills effectively.
