Job description
GEX - Guest Experience Manager
Job mission:
As Guest Experience Supervisor, you will support the Guest Experience Manager in delivering exceptional service standards across the hotel, ensuring every guest journey is personalised, seamless, and memorable.
You will lead by example within the lobby and public areas, acting as an ambassador for the brand while supervising daily operations, supporting the Guest Experience team, and ensuring service excellence at every touchpoint.
With a strong focus on guest satisfaction, VIP experiences, operational efficiency, and team collaboration, you will help maintain ME London’s position as a leading lifestyle destination.
Your responsibilities:
• Support the Guest Experience Manager in the daily operation of the department
• Deliver exceptional and personalised guest service, ensuring all requests and concerns are handled efficiently and professionally
• Supervise the guest journey from arrival to departure, ensuring a seamless experience throughout the stay
• Anticipate guest and VIP needs, exceeding expectations whenever possible
• Handle guest feedback and complaints promptly, following company procedures and service recovery standards
• Coordinate VIP arrivals, amenities, and special requests in collaboration with operational departments
• Maintain strong communication with Front Office, Housekeeping, Food & Beverage, Security, and other departments to ensure service excellence
• Monitor hotel standards and procedures across guest-facing areas to maintain luxury presentation and service consistency
• Promote hotel facilities, services, and experiences through upselling and cross-selling opportunities
• Support departmental administration including rota management, payroll coordination through Fourth, and operational reporting
• Assist with onboarding and training new team members within the Guest Experience department
• Ensure compliance with hotel policies, health & safety procedures, and emergency protocols
What are we looking for:
Experience: Minimum 2 years’ management experience in a Guest Experience or similar function.
Strong knowledge of hotel operations and brand standards.
Experience using hotel management systems and guest experience tools.
Confident and inspiring leadership style with excellent communication skills.
Highly organised with strong planning and prioritisation abilities.
Education: University degree in Tourism, Hospitality, Marketing, or similar (preferred).
Languages: Fluency in English; additional languages are a plus.
