Guest Experience Manager

About the role

The Guest Experience Manager will lead the front office team to deliver outstanding, personalised service to every guest. This role ensures smooth hotel operations, from check‑in to check‑out, while creating memorable experiences.

Key responsibilities

• Manage priorities so the team consistently delivers exceptional guest experiences.
• Supervise, direct and support Front Office colleagues and other hotel areas during peak periods.
• Develop team skills to enhance overall hotel performance.
• Oversee shifts, handling daily check‑ins, check‑outs, group arrivals and VIP guests.
• Engage with guests to resolve issues, answer queries and address concerns.
• Act as the first point of contact for any critical emergency situations.

Required profile

• A vibrant personality with confidence to build relationships with guests and colleagues.
• Minimum 2 years’ experience in a hotel front office department.
• Ability to train and relay information to the team.
• Strong problem‑solving skills and the capacity to multitask.
• Flexibility to work varied hours, including afternoons, evenings and public holidays.
• Full driver’s licence is highly regarded; General Manager’s Certificate is preferable.

Required skills

• Experience with Opera or a similar Property Management System (PMS).
• Proficiency in Micros.
• Strong command of Microsoft Office.

What we offer

• Paid birthday leave.
• Full training provided.
• Daily laundered uniform.
• Additional parental leave benefits.
• Flexible work options and proactive health days.
• Lifelong development programme and IHG career milestone celebrations.
• Transfer of entitlements across IHG locations.
• Accommodation and food & beverage discounts, plus a discount retail platform.