Guest Experience Manager

Guest Experience Manager Guest Experience Manager The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling...At the cultural heart-beat of The Standard are our team who bring to life our spaces, engage with our guests and vibrate social energy, day and night across our numerous bars, restaurants, event and guest spaces. Here at The Standard, we take a slightly different approach to our people and look far and wide for individuals that bring a unique perspective with them to our team (not a 5 page CV). We do not ask you to conform, read from a script or follow the rules (ok sometimes there are rules) but not when it comes down to you being able to express yourself or celebrate your individuality.At the heart of our hotels are of course of people who through their vibrancy and energy bring our properties to life. We are now seeking a team of diverse and dynamic individuals that will capture the very essence of the Standard London to join our team as a Guest Experience Manager (or GEM for short).Your roleAs our Guest Experience Manager , you will oversee an exceptional Guest Experience team in their day-to-day operations from Guest pre-arrival, itinerary services throughout the guests stay to post departure. Youll meet all of key groups and VIP guests (in particular those from the music, entertainment and fashion industries), coordinate services and follow-up with other Heads of Departments to ensure delivery of exceptional guest service. Youll also personally handle some of our key accounts or regular VIP guests each time they stay with us, where you will not only delight our guest, but also excite and surprise them to create the ultimate guest experience in London, that is anything but Standard!You will act as an important liaison between our front office team and Sales and Marketing Department as you will ensure a consistent flow of communication about new and existing clients staying and visiting the hotel. Youll also Support the sales team with entertainment and development of some of our existing VIP accounts to help develop business, increase account production and revenue.Our Guest Experience Manager is a gracious leader with miles and miles of patience, personality and stamina so you will need to be highly social, upbeat and friendly; confident and can handle pressure well; thrive in a high volume, high energy environment and can manage both employees and guest with ease.Do you have what it takes to be our Guest Experience Manager While we take every detail of design and guest experience seriously, we do not take ourselves too seriously. Standard People are at the heart of our brand; vivid, dynamic and engaging. Youll intrinsically understand the unique microcosm and the context of our venues and city you represent.While prior experience in a similar role is always useful all are welcome at the Standard; you will have however an uncompromised and natural flair for service and be able to build genuine relationships with guests that enable us to not only preempt needs but foresee desires. In addition to this you will also need.A proven track record in a Guest Experience Manager or Guest Relations role with the ability to inspire and motivate a small team.Ideally experience gained in a similar Lifestyle or boutique hotel sectorPrior experience of developing VIP client accounts and entertainment to increase production and revenueHighly motivated and pro-active; acting with professionalism and positivity in all interactionsExperience across a range of management disciplinesExpert abilities in Opera and DelphiWe are defined by our richness of personality and diversity of background and lifestyle so if you think you have what it takes to be our Guest Experience Manager wed love to hear from you!All applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates prior to commencing employment.Benefits IncludeAccommodation Service ChargeProrata - 28 Days Holiday, rising to 33 Days with serviceMeals on DutyPension SchemeLife Assurance (4 x Annual Salary)Medical Assistance (including online GP and Physio)Employee Assistance Programme with Well-being serviceDiscount platform including GYMWorldwide Travel Discounts via The Standard Advantage platformEmployee & Family Rates across all Hyatt propertiesIn-house Experience ProgrammeF&B Discounts ranging from 25-50%Recruitment Referral Bonus up to 1,000Tuition Aid Scheme 'subsidised trainingSeason Ticket Loan & Bike 2 Work SchemeSocial Committee with regular monthly social activities

Created: 2025-11-19