At a Glance
- Tasks: Manage guest bookings, coordinate VIP experiences, and ensure exceptional service.
- Company: Join The Horses, a fresh hospitality venue in Farringdon opening in September 2026.
- Benefits: Enjoy 50% off food and drink, access to discounts, and health support.
- Other info: Career progression opportunities and delicious staff meals on shift.
- Why this job: Shape a new venue and create memorable experiences for guests from day one.
- Qualifications: Experience in high-end hospitality and strong leadership skills required.
The predicted salary is between 40000 - 52000 £ per year.
We are seeking a talented Guest Experience Manager to join our new opening, The Horses! Opening in September 2026, The Horses will bring a fresh hospitality offering to Farringdon. Set within a building that has long been part of the local community, the venue will combine a pub atmosphere with exceptional dining, quality drinks, and attentive service across multiple floors. We are building a team that prides itself on delivering authentic hospitality, who are collaborative and create a genuinely warm, welcoming environment for every guest. This is an opportunity to join a new opening and help shape the venue from day one, becoming part of a business that values quality, teamwork, and a shared passion for great service.
Salary: Base salary £40,000 per annum + service charge (Circa £12,000 per annum)
What's in it for you as Guest Experience Manager:
- 50% off food and drink in our pubs for a table of up to 4 people.
- Every penny of service charge goes to the people who work in our restaurants, including our kitchen team.
- Access your tips weekly in your digital tip jar.
- Access to Benefits platform with hundreds of discounts on shopping, gym memberships, holidays, bars, restaurants + more.
- 24/7 Health and Wellbeing support, access support lines anytime for your mental, physical and financial health.
- Celebrate your 1-year work anniversary with an overnight stay in the Cotswolds, on us!
- Access to Stream, a financial wellbeing platform, helping you manage, save and access up to 50% of your earnings in advance of payday.
- Earn more with our employee referral scheme.
- Delicious staff meals on shift.
- Career progression opportunities, ongoing training to develop yourself personally and professionally.
What you'll be doing as a Guest Experience Manager:
- Manage all guest bookings and reservations, ensuring efficient table allocation and a seamless arrival experience.
- Coordinate VIP guests, special occasions, and private events, delivering personalised service and exceeding expectations.
- Act as the main point of contact for guest feedback, resolving complaints professionally and turning issues into positive experiences.
- Work closely with front-of-house and management teams to maintain high service standards, guest satisfaction, and operational efficiency.
- Build strong relationships with regular customers, drive guest loyalty initiatives, and identify opportunities to enhance the overall guest experience.
About you, our new Guest Experience Manager:
- Proven experience in a Guest Experience, Reservations, Reception, or Hospitality Management role within a high-end, high-volume venue.
- Previous experience in fine dining, premium restaurants, luxury hospitality, or guest relations is highly desirable.
- Strong leadership skills with the ability to motivate, coach, and develop front-of-house and reservations teams.
- Exceptional communication and interpersonal skills, with the confidence to engage with guests, VIPs, and stakeholders at all levels.
- Positive, professional, and approachable, with a genuine passion for creating memorable guest experiences.
- Highly organised with excellent attention to detail, able to manage bookings, guest requests, and special events efficiently.
- Calm and solutions-focused, with the ability to make informed decisions and resolve guest concerns in a fast-paced environment.
- Passionate about delivering outstanding customer service and building long-term guest loyalty.
- Flexible and adaptable, with availability to work evenings, weekends, and public holidays as required.
About Us: Public House Group is a collection of pubs and restaurants across London and the Cotswolds. Our journey began with The Pelican, setting the tone for everything that followed. Each of our venues champions the very best of the UK, from responsibly sourced meats and seasonal vegetables to a carefully curated selection of wines and spirits. At the heart of what we do is a commitment to craftsmanship, provenance and authenticity. We work closely with farmers, growers and suppliers who share our values, ensuring that every dish and every drink reflects quality, integrity and care. As we continue to grow, our focus remains the same to create spaces that feel both timeless and contemporary, where guests experience honest food, thoughtful service and a genuine connection to British produce.
Guest Experience Manager in London employer: The Horses
At Public House Group, we pride ourselves on fostering a vibrant and inclusive work culture that values teamwork and authentic hospitality. As a Guest Experience Manager at our new venue, The Horses, you will not only enjoy competitive benefits such as generous discounts, health and wellbeing support, and career progression opportunities, but also play a pivotal role in shaping a welcoming environment for our guests from day one. Join us in Farringdon and be part of a passionate team dedicated to delivering exceptional service and creating memorable experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the hospitality industry, especially those who work at venues similar to The Horses. Attend local events or join online groups to connect with potential colleagues and learn about job openings before they hit the market.
✨Tip Number 2
Show off your personality! When you get the chance to meet hiring managers or team members, let your passion for guest experience shine through. Share stories of how you've turned challenging situations into memorable moments for guests – it’s all about that authentic connection!
✨Tip Number 3
Be proactive! If you see a job opening that excites you, don’t just wait for the application process. Reach out directly to the hiring team via our website or social media. A friendly message expressing your enthusiasm can make a lasting impression.
✨Tip Number 4
Prepare for the interview like it’s game day! Research The Horses and its values, and think about how your experience aligns with their vision of exceptional service. Practise common interview questions and be ready to discuss how you can contribute to creating a warm, welcoming environment.
We think you need these skills to ace Guest Experience Manager in London
Some tips for your application 🫡
Show Your Passion for Hospitality:When writing your application, let your love for hospitality shine through! Share specific experiences where you’ve gone above and beyond for guests, as this will resonate with us at The Horses.
Tailor Your CV and Cover Letter:Make sure to customise your CV and cover letter for the Guest Experience Manager role. Highlight relevant experience in high-end venues and showcase your leadership skills, as we’re looking for someone who can motivate and inspire our team.
Be Authentic and Personable:We value genuine connections, so don’t be afraid to let your personality come through in your application. Use a friendly tone and share anecdotes that reflect your approach to creating memorable guest experiences.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at The Horses
✨Know Your Venue
Before the interview, do your homework on The Horses and its unique offerings. Familiarise yourself with the local community and what makes it special. This will show your genuine interest in the role and help you connect with the interviewers.
✨Showcase Your Experience
Be ready to discuss your previous roles in guest experience or hospitality management. Highlight specific examples where you've gone above and beyond for guests, especially in high-end settings. This will demonstrate your capability to deliver exceptional service.
✨Emphasise Teamwork
Since the role involves working closely with front-of-house and management teams, share examples of how you've successfully collaborated with others in past positions. Talk about how you motivate and develop your team to create a warm and welcoming environment.
✨Prepare for Scenarios
Think about potential guest scenarios you might face as a Guest Experience Manager. Prepare to discuss how you'd handle complaints or special requests. This will showcase your problem-solving skills and your ability to maintain high service standards under pressure.
