Guest Experience Manager - London

Guest Experience Manager - New Opening - The Standard London

We embrace, we create, we innovate; The Standard never stands still. Be part of our unconventional, bold, irreverent, evolved and personal takeover of London. The Standard London, our first international property will create a unique symbiosis of City and brand where our people are hosts to a world that uniquely London, yet anything but standard….

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 role

As 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. You’ll 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. You’ll 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. You’ll 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. You’ll 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.
• You will ideally have experience gained in a similar ‘Lifestyle’ or boutique hotel sector
• Have prior experience of developing VIP client accounts and entertainment to increase production and revenue
• Highly motivated and pro-active; acting with professionalism and positivity in all interactions
• Experience across a range of management disciplines
• Opening experience preferred
• Expert abilities in Opera and Delphi
• We 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 we’d love to meet with 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.as part of the recruitment process.