Guest Experience Manager,Pre-Opening - The St. Regis London

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** 37 Conduit St, Mayfair, London W1S 2YF, United Kingdom
VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**Guest Experience Manager**
Coming soon to the heart of Mayfair, **The St. Regis London** marks the brands prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies Live Exquisite a celebration of Londons pioneering and glamorous lifestyle for the Luminaries of the world.
As **Guest Experience Manager** , you will lead the delivery of exceptional service across the property, ensuring every guest journey is seamless, personalised and memorable. With a refined and guestcentric approach, you will oversee lobby operations, manage service recovery and act as a key liaison between guests and hotel departments. Bringing strong experience in guest relations and intuitive leadership, you will set the tone for luxury service and elevate every touchpoint of the guest experience.
**Key Responsibilities**
Lead daily guest relations operations, ensuring seamless and personalized service
Manage the flow of guest inquiries and direct guests throughout the property with confidence and elegance
Support the resolution of service issues and ensure timely, thoughtful follow-up
Maintain high visibility in public areas during peak periods to anticipate guest needs
Implement and communicate guest recognition and loyalty programs
Conduct regular property inspections for appearance, safety, and staffing
Ensure compliance with brand standards, policies, and emergency protocols
Record and track guest feedback, comment cards, and satisfaction metrics
Empower and coach team members to deliver anticipatory and intuitive service
Handle guest complaints with diplomacy and resolve issues promptly
Collaborate with all departments to support property operations and guest satisfaction
Perform front desk duties during high-demand periods
**Core Competencies**
We are looking for a confident and emotionally intelligent leader who embodies the spirit of luxury hospitality. You should bring elegance, precision, and a deep understanding of guest service excellence. You should have:
Minimum 3 years of experience in guest relations or front-of-house leadership roles
Strong interpersonal and communication skills
Proven ability to lead, coach, and inspire a team
Calm and composed in high-pressure guest-facing situations
Knowledge of hotel operations, safety protocols, and service recovery best practices
Passion for creating memorable guest experiences in a luxury setting
At **The St. Regis London** , our Hosts are the heartbeat of our legacy of exceptional service. In honour of your dedication, we offer a curated collection of benefits designed to support and elevate your journey with us.
_Financial Rewards_
Competitive salary designed to recognise excellence
Enhanced pension
Life assurance
Company sick pay
Additional holiday allowance
Access to BenefitHub's exclusive retail, wellness and travel privileges
Friends & Family preferred rates at Marriott hotels worldwide
_Career Development_
Clear pathway for internal promotions and transfers
Cross-department training to refine your craft and broaden your expertise
Expert-led development programmes
Continuous learning through structured programmes
Premium e-learning platform access
Be part of an exclusive pre-opening experience shaping the future of the property
_Wellbeing Support_
Private Medical Insurance
Employee Assistance Programme
Complimentary meals on duty, crafted with care and served in our staff restaurant featuring wholesome, quality cuisine.
Food & Beverage discounts across Marriott properties
Year-round wellbeing initiatives and wellness activities
_Recognition & Appreciation_
Award programmes celebrating exceptional performance
The Astor Awards
Distinctive Moments celebration
Long service awards
Key life moments celebrated - birthday, anniversaries, personal milestones and achievements
Vibrant social calendar with team events and engagement activities
_*Terms and Conditions Apply_
_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.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or any other basis protected by applicable law._
Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

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