Job Description

Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

We have an exciting opportunity for a service-minded and relationship-driven Guest Experience Manager (Maternity Cover) to lead and inspire our great-natured service team.

This is a role for someone who genuinely loves people and is passionate about hospitality. You'll be constantly interacting with guests, whether they're arriving from across the globe or just around the corner, taking the time to understand what matters most to them and creating personalised experiences that leave lasting impressions.

As a champion of the guest journey, you'll work across every operational department to ensure every touchpoint feels seamless, thoughtful and memorable. Leading by example is everything in this role, inspiring colleagues to deliver intuitive service and helping create the meaningful moments that define a stay at 1 Hotel Mayfair.

About the Role

As Guest Experience Manager, you will be responsible for driving guest engagement throughout the hotel, identifying opportunities to elevate the guest experience and ensuring flawless execution of personalised service.

You will act as an ambassador for our most valued guests, building relationships, anticipating needs, and collaborating closely with operational teams to create exceptional experiences before, during and after every stay.

Key Responsibilities

• Work with all operational departments to maximise guest engagement and identify opportunities for personalised, guest-centric experiences throughout the hotel.
• Partner with operational departments to ensure flawless execution of guest experiences and service delivery.
• Serve as hotel ambassador for Redwood (VIP), long-stay, special attention and celebrity guests.
• Contact guests prior to arrival to understand their needs, preferences and opportunities to personalise their stay.
• Communicate vital guest information and preferences to applicable operational departments.
• Coordinate pre-arrival requests and amenities, ensuring all arrangements are in place prior to guest arrival.
• Welcome and engage guests throughout their stay, creating genuine connections and memorable experiences.
• Greet guests upon arrival and coordinate with operational departments to ensure a seamless guest experience.
• Champion the guest journey across all hotel touchpoints, ensuring service is personalised, intuitive and consistent.
• Review guest comments, guest satisfaction results and operational data to identify opportunities for improvement.
• Oversee guest feedback management and post-stay communication, responding thoughtfully to guest opportunities and challenges.
• Create bespoke opportunities and experiences that go above and beyond operational standards.
• Act as a visible presence throughout the hotel, building relationships with guests and colleagues alike.
• Support and inspire the wider team to deliver exceptional service and embody the values of 1 Hotel Mayfair.
  

About You

• Passionate about hotel operations, luxury hospitality and creating exceptional guest experiences.
• Naturally curious and genuinely enjoys getting to know guests and building meaningful relationships.
• A strong advocate for personalised service and memorable experiences.
• A collaborative team player who enjoys working across departments to achieve shared goals.
• Leads with warmth, empathy and authenticity.
• Excels at communication, both verbal and written.
• Thrives in a fast-paced luxury environment and remains calm under pressure.
• Flexible and willing to meet the demands of a 24-hour operation.
• Minimum of 2 years' experience in a similar guest experience, guest relations or luxury hospitality role.
• Prior experience within a quality luxury hotel brand is essential.
  

Why Join Us?

At 1 Hotel Mayfair, hospitality is personal. We believe every interaction is an opportunity to create a meaningful connection and every stay is a chance to leave a lasting impression.

If you're passionate about people, luxury hospitality and creating experiences that guests remember long after they've left, we'd love to hear from you.

About us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.