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Guest Experience Manager (Maternity Cover)

London, United Kingdom

Guest Experience Manager (Maternity Cover)

  • London
  • Rooms Division
  • Full time

For us, first impressions are everything. We’re looking for a Guest Experience Manager to deliver a seamless guest experience from the second a guest steps through our doors.

Mandarin Oriental Hyde Park is London’s most iconic address. The spirit of the city infuses every floor. The park’s green vastness rolls beyond bedroom windows. Renowned guests frequent the hotels’ bars and restaurants.

It’s another world. A world of oriental luxury and the most attentive service. A world that’s all about our guests.

It’s also a world that’s been reinvented and re-imagined to move with the times. With a heart of London’s heritage and an eye to the future, we use our own sense of history to set new standards – through kind, passionate and generous service.

For some hotels, a cheerful smile and polite tone might be enough. For us, being the face of our hotel calls for much more. 

First and foremost, being a Guest Experience Manager is about emotional intelligence. We need people who can read our guests in the blink of an eye: are they excited and ready to talk? Or tired from their flight and looking for calm?

Of course, it’s also about how you present yourself. We’re looking for a Guest Experience Manager who can wear our fan pin with pride. And finally, it’s about pulling together, because a great deal of teamwork goes into creating the perfect stay. For example, if a guest mentions an early start, our whole team can come together to make that easier for them – a well-timed wake up call, a luxury car ready and waiting.

It’s a finely tuned orchestra, made up of exceptional soloists.

About the role

As Guest Experience Manager you will be responsible for the following duties:

  • Act as a liaison with all hotel guests via phone, email and other communication channels.  
  • Ensure the amenity programme is maintained and arrival reports are updated daily.
  • Coordinate all guest enquiries.
  • Oversee In Room Dining order taking 
  • Encouraging the team, motivating them to perform to the best of their ability, to take responsibility and provide possible improvements.
  • Actively obtain guest preferences and habits.  

This is a fantastic opportunity for someone looking to take on a managerial role. This is a fixed term maternity cover.  

We offer our Guest Experience Manager world class benefits, including but not limited to:

  • Discounts on hotel stays and dining across the group
  • Competitive salary within the luxury London Hotel sector
  • Free laundry and complimentary meals while on duty
  • Colleague recognition and reward programmes
  • An exciting range of learning and development programmes
  • Opportunities for promotion and transfers worldwide
  • Colleague Social events and Wellness programmes

With the vision of making our hotel one of the finest hotels in the world, we are looking for a candidates that can deliver passionate, kind and genuine service. If this if you, apply now.

Eligibility:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

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