Guest Experience Manager

At Novotel London Canary Wharf you will be part of a flagship property in one of Londons 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 youll 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 were 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

Why join us:

- 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

Additional Information :

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time