Guest Experience Manager Job at Four Seasons (London)

Guest Experience Manager

Four Seasons

Location:
United Kingdom , London

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

52500.00 GBP / Year

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Job Description:

As Guest Experience Manager, you will oversee the intentional coordination of the guest journey from pre arrival through post departure. Working closely with Rooms Division, Food and Beverage, Engineering, Spa, Security, and People and Culture teams, you will ensure consistent service standards while elevating personalisation and recognition. You will act as a key guest advocate within the hotel, leading service recovery, supporting select guest programming, and ensuring guest preferences and expectations are clearly communicated and delivered.

Job Responsibility:

Lead and continuously enhance the end to end guest journey with a strong focus on personalisation and emotional engagement
Oversee the experience of select and priority guests, ensuring accurate coordination and exceptional delivery
Partner with operational leaders to ensure consistent service execution across all departments
Act as the primary point of escalation for complex guest concerns and service recovery cases
Analyse guest feedback, satisfaction scores, and sentiment data to identify trends and drive improvement
Communicate guest preferences, arrivals, and special occasions accurately and in a timely manner
Lead and influence teams involved in personalised service delivery
Coach and support leaders and employees on guest experience behaviours and recognition standards
Champion Four Seasons brand values and service culture across the hotel

Requirements:

Strong background in Guest Experience, Front Office, Concierge, or Rooms Division leadership
Proven ability to manage complex service recovery situations with empathy and confidence
High emotional intelligence with excellent communication and interpersonal skills
Comfortable working with guest experience systems, data, and performance metrics
Ability to influence cross functional teams and drive accountability
Flexible and adaptable approach within a guest focused environment
Right to Work in the UK

What we offer:

Excellent training and clearly defined career development pathways
Strong internal progression opportunities across London and the global Four Seasons portfolio
Holiday entitlement increasing with service up to 33 days
Company Sick Pay, increasing with service
Life insurance while on duty
Up to 20 complimentary nights at Four Seasons Hotels and Resorts worldwide, increasing with service, as well as heavily discounted rates at all properties
50% discount across UK Four Seasons food and beverage outlets from day one for up to four guests
Complimentary meals while on duty in Zest, our staff cafeteria, with refreshments available throughout the day
Access to Wellhub, giving you access to all-in-one subscriptions provide access to gyms, support for fitness, mindfulness, therapy, nutrition and sleep
Bupa Dental Cover or Bupa Cash Plan
Enhanced maternity and paternity pay
Uniform with complimentary professional dry cleaning from day one
Season Ticket Loan and Cycle to Work scheme available
Access to Stream for greater pay flexibility and discounts
Employee recognition programmes including monthly awards and events
Annual themed team events plus regular social, charitable and sporting activities

Additional Information:

Job Posted:
May 04, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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