Guest Experience Manager

Job Details

Role: Guest Experience Manager at The Imperial (New Opening Hotel)

Hours: 40 hours a week

Location: Bloomsbury, London

About Us:

Imperial London Hotels is a family run company with a 187-year legacy, dedicated to putting authentic London experiences within everyone’s reach. In Summer 2026, we open the doors to our fully re-imagined hotel, The Imperial – a new lifestyle offering within our portfolio. With 357 bedrooms, multiple dining venues, a workout studio, and destination rooftop bar, this will be a new beacon, bang in the heart of Bloomsbury, London.

About the Role:

We are searching for a dynamic and passionate Guest Experience Manager to lead all guest‑facing operations at our newly reimagined flagship hotel.

Reporting to the Operations Manager, you will inspire and empower your teams across Reception and Guest Relations, setting the tone for service excellence from pre‑opening through to launch and beyond.

Your mission: to create memorable, personalised and seamless experiences that reflect our warm, family‑run values while delivering the elevated standards of a premium London hotel.

What You’ll Be Doing:

• Lead all guest‑facing services across Reception, Concierge and Guest Relations, ensuring exceptional hospitality at every stage of the guest journey
• Build, train and motivate a high‑performing Front of House team, fostering a culture of ownership, warmth and accountability
• Drive key guest experience metrics including NPS, online reputation scores and repeat business
• Oversee the upkeep and presentation of all public areas in partnership with Facilities, ensuring the hotel always looks its best for guests
• Conduct regular team briefings focused on service delivery, guest feedback, safety, and operational priorities
• Develop, implement and monitor SOPs that elevate service consistently across all Front of House touchpoints
• Partner with Heads of Departments across Central Services to ensure seamless cross‑departmental operations
• Lead regular audits to monitor quality, service standards and team performance, taking action where required
• Collaborate with Sales, Marketing and Reservations to maximise guest satisfaction, drive loyalty and support business growth
• Manage departmental budgets and overheads, ensuring high standards are delivered efficiently and sustainably

Who You Are:

• An experienced Front of House or Guest Experience leader from a 4*+ or premium lifestyle hotel environment; new‑opening experience is a strong plus
• A people‑focused leader with the ability to inspire, mentor and develop diverse, guest‑obsessed teams
• Skilled in delivering consistently high service standards while managing the demands of a busy, premium operation
• Confident using hospitality systems and guest satisfaction tools, with strong awareness of KPIs and operational drivers
• An exceptional communicator with a natural ability to build rapport with guests, colleagues and stakeholders
• Adaptable, proactive and solutions‑driven — always one step ahead, anticipating guest needs and removing friction points
• Flexibility to work varied shifts in line with a 24/7 hotel operation.
• Passionate about hospitality, authenticity and elevating guest experience at every turn

What’s In It for You:

• 28 days holiday, rising to 33 with length of service (including bank holidays)
• Access to ILH Training Academy programmes, apprenticeships and supported study
• Holiday Purchase Scheme
• Complimentary uniform dry‑cleaning, plus discounted personal dry‑cleaning
• Interest‑free Season Ticket Loan
• Workplace Pension
• Team member flat rate and 50% friends and family hotel discount
• 50% discount across ILH F&B outlets
• Discounted drinks at Blooms Café
• Employee‑funded Health Cash Plan
• Local Bloomsbury discounts
• Early Pay access
• Shopping discounts with selected retailers
• Salary sacrifice schemes including nursery care, cycle to work, and technology
• Access to mental health first‑aiders, wellbeing support and the Employee Assistance Programme

Ready to Help Shape the Future of Imperial?

If you are passionate about leading exceptional guest experiences and want to play a defining role in the launch of our newly transformed flagship hotel, we’d love to hear from you!