At a Glance
- Tasks: Lead a passionate team to create unforgettable guest experiences at our luxury hotel.
- Company: Join the mission-driven Starwood Hotels family, where hospitality is personal.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Be part of a diverse and inclusive culture that values every team member.
- Why this job: Make meaningful connections and leave lasting impressions on guests from around the world.
- Qualifications: 2+ years in luxury hospitality, strong communication skills, and a passion for service.
The predicted salary is between 30000 - 32450 £ per year.
Grow with us... Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.
We have an exciting opportunity for a service-minded and relationship-driven Guest Experience Manager (Maternity Cover) to lead and inspire our great-natured service team. This is a role for someone who genuinely loves people and is passionate about hospitality. You'll be constantly interacting with guests, whether they're arriving from across the globe or just around the corner, taking the time to understand what matters most to them and creating personalised experiences that leave lasting impressions.
As a champion of the guest journey, you'll work across every operational department to ensure every touchpoint feels seamless, thoughtful and memorable. Leading by example is everything in this role, inspiring colleagues to deliver intuitive service and helping create the meaningful moments that define a stay at 1 Hotel Mayfair.
About the RoleAs Guest Experience Manager, you will be responsible for driving guest engagement throughout the hotel, identifying opportunities to elevate the guest experience and ensuring flawless execution of personalised service. You will act as an ambassador for our most valued guests, building relationships, anticipating needs, and collaborating closely with operational teams to create exceptional experiences before, during and after every stay.
Key Responsibilities- Work with all operational departments to maximise guest engagement and identify opportunities for personalised, guest-centric experiences throughout the hotel.
- Partner with operational departments to ensure flawless execution of guest experiences and service delivery.
- Serve as hotel ambassador for Redwood (VIP), long-stay, special attention and celebrity guests.
- Contact guests prior to arrival to understand their needs, preferences and opportunities to personalise their stay.
- Communicate vital guest information and preferences to applicable operational departments.
- Coordinate pre-arrival requests and amenities, ensuring all arrangements are in place prior to guest arrival.
- Welcome and engage guests throughout their stay, creating genuine connections and memorable experiences.
- Greet guests upon arrival and coordinate with operational departments to ensure a seamless guest experience.
- Champion the guest journey across all hotel touchpoints, ensuring service is personalised, intuitive and consistent.
- Review guest comments, guest satisfaction results and operational data to identify opportunities for improvement.
- Oversee guest feedback management and post-stay communication, responding thoughtfully to guest opportunities and challenges.
- Create bespoke opportunities and experiences that go above and beyond operational standards.
- Act as a visible presence throughout the hotel, building relationships with guests and colleagues alike.
- Support and inspire the wider team to deliver exceptional service and embody the values of 1 Hotel Mayfair.
- Passionate about hotel operations, luxury hospitality and creating exceptional guest experiences.
- Naturally curious and genuinely enjoys getting to know guests and building meaningful relationships.
- A strong advocate for personalised service and memorable experiences.
- A collaborative team player who enjoys working across departments to achieve shared goals.
- Leads with warmth, empathy and authenticity.
- Excels at communication, both verbal and written.
- Thrives in a fast-paced luxury environment and remains calm under pressure.
- Flexible and willing to meet the demands of a 24-hour operation.
- Minimum of 2 years' experience in a similar guest experience, guest relations or luxury hospitality role.
- Prior experience within a quality luxury hotel brand is essential.
At 1 Hotel Mayfair, hospitality is personal. We believe every interaction is an opportunity to create a meaningful connection and every stay is a chance to leave a lasting impression. If you're passionate about people, luxury hospitality and creating experiences that guests remember long after they've left, we'd love to hear from you.
About us...As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group. Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.
Guest Experience Manager (Maternity Cover) employer: OBS Hotel Limited
At Starwood Hotels, we pride ourselves on fostering a vibrant and inclusive work culture that prioritises personal connections and exceptional service. As a Guest Experience Manager at 1 Hotel Mayfair, you will not only have the opportunity to lead a passionate team but also benefit from ongoing professional development in a luxury environment that values sustainability and community. Join us in creating memorable experiences for our guests while enjoying a supportive atmosphere that encourages growth and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Manager (Maternity Cover)
✨Get Your Foot in the Door with Walk-Ins
In the hospitality and food service game, a personal touch goes a long way. Instead of waiting for listings, why not walk into local restaurants, cafes, or hotels? Bring your best smile and a CV, and show them that you're eager to join their team right on the spot!
✨Tap into Seasonal Hiring Trends
With temporary roles often popping up during busy seasons, like summer or festive times, keep an eye out for openings as these businesses ramp up. Joining local community groups on social media can also help you stay ahead of the game: think pop-up events, seasonal fairs, or any openings in your area!
✨Utilise Your Network in the Industry
We all know people in the hospitality world, right? Now's the time to message those friends or acquaintances who might already be working in restaurants or bars. They could give you the insider scoop on who’s hiring or even put in a good word for you – it’s all about that inside connection!
✨Apply Through Us for Quick Visibility
Don't forget you can apply for temporary roles directly through our website! It’s not just about the big chain restaurants; many smaller, local places look there for quick hires. Plus, it helps us get you on the radar of employers looking for passionate workers like you, so what are you waiting for?
We think you need these skills to ace Guest Experience Manager (Maternity Cover)
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality-food-service game, your ability to connect with customers is key. Make sure to highlight any relevant experience in your CV, like working in cafes or restaurants, and emphasise your skills in teamwork and communication. Don't forget to mention any customer service training or certifications you've got under your belt!
Flexibility is Your Best Friend:Since this is a temporary role, you'll want to showcase your flexibility in your application. In your cover letter, mention your availability and willingness to work various shifts, including weekends or holidays. Employers love knowing they can rely on you during busy periods!
Bring Your Personality to the Front:In hospitality, it's not just about what you can do; it's about who you are! Let your personality shine through in your cover letter. A warm, engaging tone can really make your application stand out and show your potential to create a welcoming atmosphere for customers.
Include Relevant References:References can make a huge difference in the hospitality-field. Consider including a couple of references from previous employers or colleagues in your CV who can vouch for your customer service skills and ability to thrive in fast-paced environments. This adds credibility and elevates your application!
How to prepare for a job interview at OBS Hotel Limited
✨Show Off Your Customer Service Skills
In the hospitality-food-service sector, it's all about the customer experience. Be ready to discuss specific examples where you've gone above and beyond for a customer or handled a difficult situation. They’ll appreciate knowing that you can keep your cool and maintain a positive attitude even when things get a bit hectic!
✨Know Your Menu Inside and Out
Whether you're applying for a temporary role as a server or in the kitchen, it’s important to familiarise yourself with the menu and any signature dishes they serve at OBS Hotel Limited. During the interview, they might ask about your food and drink recommendations, so having a few tasty suggestions up your sleeve will show you're genuinely interested in contributing to the team.
✨Emphasise Your Flexibility
Temporary roles often require a bit of juggling with shifts and responsibilities. Be sure to convey your willingness to adapt and take on different roles as needed. Share instances where you’ve quickly switched tasks or taken the initiative to help out your colleagues, showing that you're a team player.
✨Dress the Part and Exude Personality
In hospitality, first impressions matter! Even for a temporary position, donning smart-casual attire can set the right tone. Plus, don't hold back on your personality – let your enthusiasm shine through, as they’re looking for someone who can mesh well with the team and create a welcoming atmosphere for guests.
