At a Glance
- Tasks: Lead the guest experience from arrival to departure, ensuring satisfaction and service excellence.
- Company: Join a globally recognised hospitality group with over 45 brands and 5,500 hotels.
- Benefits: Enjoy staff rates, ongoing training, and strong career progression opportunities.
- Other info: Be part of a supportive team that values diversity and inclusion.
- Why this job: Make a memorable impact on guests while working in a dynamic London hotel.
- Qualifications: Experience in guest experience leadership and strong communication skills required.
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.
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 Manager employer: NOVOTEL
At Novotel London Canary Wharf, part of the prestigious Accor network, we pride ourselves on fostering a vibrant and inclusive work culture that champions personal growth and career advancement. Our team members enjoy access to extensive training opportunities, competitive staff rates across our global properties, and the chance to make a meaningful impact in a dynamic environment, all while delivering exceptional guest experiences in one of London's most iconic locations.
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 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 making that personal connection.
✨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 Manager and are invested in their success.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll be part of a community that values your growth and development in the hospitality industry.
We think you need these skills to ace Guest Experience Manager
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 values and the responsibilities of the Guest Experience Manager position.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell us why you're the perfect fit for our team. Share specific examples of how you've driven guest satisfaction and improved service delivery in previous roles.
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
✨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 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. Be ready to discuss how you motivate and coach others.
✨Engage with Real Scenarios
Think about potential guest scenarios you might face in this role. Prepare to discuss how you would handle complaints or enhance service delivery. This shows that you can think on your feet and are genuinely interested in creating memorable experiences.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, opportunities for development, or how they measure guest satisfaction. This demonstrates your interest in the role and helps you gauge if it's the right fit for you.
