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- Tasks: Shape unforgettable guest experiences and drive brand excellence across our hotel portfolio.
- Company: Join a dynamic, forward-thinking hotel group committed to innovation.
- Benefits: Enjoy flexible working, generous holiday, discounts, and wellness perks.
- Why this job: Make a real impact in hospitality and elevate guest experiences globally.
- Qualifications: Experience in brand operations and a passion for exceptional service.
- Other info: Collaborate with senior leaders and enjoy excellent career growth opportunities.
The predicted salary is between 50000 - 60000 ÂŁ per year.
Location: Regional Office London, United Kingdom
Are you from a Senior Front Office or Hotel Operations background, passionate about creating unforgettable guest experiences and shaping the future of hospitality? Join PPHE Hotel Group as our Brand Operations & Guest Experience Manager, a fundamental role driving consistency, excellence, and innovation across our entire brand portfolio. This is an exciting chance to shape the guest experience across a dynamic, forwardâthinking hotel group. You will work closely with senior leaders, be the voice of the guest, and drive meaningful improvements across people, product, and performance.
Responsibilities
- Bring brand strategies to life across all regions.
- Drive and evolve brand standards and guest experience frameworks.
- Introduce new guest experience initiatives informed by research, data, and feedback.
- Oversee guest journey mapping, brand audits, mystery guest programmes, and survey insights.
- Review sentiment & online reputation targets.
- Manage and develop the use of the Service Optimisation system. Currently UNIFOCUS.
- Champion ESG across all experience implementations.
- Partner with Digital & Commercial Tech to roll out guest-facing technologies.
- Use AI-powered insights to elevate service, optimise operations, and support decision-making.
- Work with L&D to embed service culture and develop guest experience training.
- Support hotel openings, renovations, and repositionings.
- Collaborate with Brand Marketing to ensure consistent messaging and visual identity.
- Analyse ROI, monitor trends, and identify opportunities to stay ahead of competitors.
Qualifications
- Strong experience in brand operations, service quality, or multi-property hospitality roles.
- Strategic thinking with handsâon operational understanding.
- A passion for hospitality and exceptional guest experiences.
- Data fluency, curiosity, and comfort working with new technologies and AI insights.
- Confidence partnering with senior stakeholders and influencing crossâfunctional teams.
Benefits
- 1 day from home per week, you will be in 4 days per week including Fridays.
- 30 days of holiday per year - including bank holidays, increasing with years of service.
- Heavily discounted hotel rates in Europe (extends to the Radisson Hotel Group and family & friends).
- F&B discounts at our restaurants and bars (for your whole party).
- Benefit Hub â Discounts in many supermarkets, major retailers, attractions, restaurants and cinemas.
- Free financial & mortgage advice.
- 24/7 employee assistance programme.
- Access to 40% of your pay before payday through Wagestream.
- Vitality at work scheme, with great gym discounts and more.
- Free dry cleaning for work attire.
- Travel season ticket loan, Ride to Work Scheme.
- Annual team member parties and events.
- Company pension plan.
If you are ready to shape the future of hospitality, elevate guest experiences, and leave your mark across a global portfolio, we would love to hear from you. Join us and help create memorable moments that matter.
Brand Operations and Guest Experience Manager in London employer: PPHE Hotel Group
Contact Detail:
PPHE Hotel Group Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Brand Operations and Guest Experience Manager in London
â¨Tip Number 1
Network like a pro! Reach out to people in the hospitality industry, especially those who work at PPHE Hotel Group. A friendly chat can open doors and give you insider info about the company culture and what they really value.
â¨Tip Number 2
Prepare for interviews by diving deep into the brand's values and guest experience initiatives. Show us how your background in hotel operations aligns with their mission to create unforgettable experiences. Bring examples of how you've driven improvements in past roles!
â¨Tip Number 3
Donât just wait for job openings to pop up! Keep an eye on our website and apply directly when you see something that fits. Being proactive shows your enthusiasm and commitment to joining the team.
â¨Tip Number 4
Follow up after interviews with a thank-you note. Itâs a simple gesture that can set you apart from other candidates. Remind them why youâre the perfect fit for the Brand Operations and Guest Experience Manager role!
We think you need these skills to ace Brand Operations and Guest Experience Manager in London
Some tips for your application đŤĄ
Show Your Passion for Hospitality: When writing your application, let your love for creating unforgettable guest experiences shine through. Share specific examples from your past roles that highlight your commitment to exceptional service and how you've made a difference in guest satisfaction.
Be Data-Driven: Since we value data fluency, make sure to mention any experience you have with using data to inform decisions. Whether itâs guest feedback, online reputation management, or operational insights, show us how youâve used data to drive improvements in guest experiences.
Tailor Your Application: Donât just send a generic application! Tailor your CV and cover letter to reflect the specific responsibilities and qualifications mentioned in the job description. Highlight your strategic thinking and hands-on operational understanding to align with what weâre looking for.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for this exciting opportunity. Plus, it shows youâre keen on joining our team!
How to prepare for a job interview at PPHE Hotel Group
â¨Know Your Brand Inside Out
Before the interview, dive deep into the PPHE Hotel Group's brand values and guest experience initiatives. Familiarise yourself with their current strategies and think about how your background in hotel operations can enhance these efforts. This will show your genuine interest and help you connect your experience to their goals.
â¨Showcase Your Data Savvy
Since the role involves using data and AI insights, be prepared to discuss specific examples of how you've used data to drive improvements in guest experiences or operational efficiency. Bring along any relevant metrics or case studies that highlight your analytical skills and strategic thinking.
â¨Prepare for Scenario Questions
Expect questions that ask how you would handle specific guest experience challenges or operational hurdles. Think through potential scenarios related to brand standards or guest journey mapping, and prepare structured responses that demonstrate your problem-solving abilities and hands-on experience.
â¨Engage with Senior Stakeholders
This role requires confidence in partnering with senior leaders. During the interview, practice articulating your ideas clearly and assertively. Be ready to discuss how you've influenced cross-functional teams in the past and how you plan to champion the guest voice within the organisation.