Guest Experience Team Leader - London
Join the UK's most dynamic collection of hotels and restaurants
At Edwardian Hotels London, it's the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our values: having Integrity, being Ambitious, and always Quality-Driven. Talented individuals who want to work alongside likeminded passionate people in a rewarding, fulfilling, and fun environment. We know that your unique talents and ambitions not only have the ability to exceed our guests' exacting standards, but also propel your own career potential in a company that recognises and rewards.
At Edwardian Hotels London we are committed to being the best place to work, so much so that we have officially been recognised as a Great Place to Work. Our commitment to the wellbeing and development of our people is at the fore front of our culture.
An exciting opportunity to join our Front of House team at our stunning, The May Fair Hotel as a Guest Experience Team Leader. As a key member of the Front of House leadership team, you will help shape the guest journey from arrival to departure, ensuring every interaction reflects the hotel's commitment to excellence.
Overview:
Welcome guests with warmth, professionalism, and an intuitive understanding of their needs
Oversee check in, check out, lobby presentation, and guest flow during peak times
Resolve guest concerns with confidence, empathy, and swift problem solving
Support VIP arrivals, special requests, and bespoke guest experiences
Train, mentor, and motivate team members to uphold 5 star standards
Collaborate with departments including Concierge, Housekeeping, and F&B to deliver a cohesive luxury experience
Maintain accurate guest records, preferences, and service notes to enhance future stays
About You:
Experience in a luxury hotel or high end hospitality environment
A natural leader with strong communication and guest facing confidence
Passionate about service excellence and creating memorable experiences
Calm, organised, and solutions focused in a fast paced environment
Strong understanding of Front Office operations and guest service standards
Professional appearance, impeccable manners, and a warm, engaging personality
Ability to inspire and support a team while maintaining high performance
Company Benefits:
Competitive salary
28 days Holiday per annum including Bank Holidays increasing with long service
Complimentary hot meals, salad bar and unlimited beverages provided daily
Recommend a Friend Scheme of up to 500 per friend recommended.
Annual complimentary night stays within our hotels
Preferential accommodation rates for all Edwardian Hotels for Hosts, their family and their friends
Access to a discount platform for all of the most popular stores and outlets
Auto enrolment into our company pension scheme
Regular social events across all hotels
Annual company recognition events held in January each year
Wellbeing champions across all of our hotels
Access to our company doctor for medical appointments and occupational health support
Access for all hosts to our online learning platform Edwardian Academy
Opportunities for promotion and a wide range of training programs to support your development
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.
Guest Experience Team Leader - London • London (Greater), London (Greater), United Kingdom
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