Guest Experience Manager

Step into a place where luxury feels warm, personal, and effortlessly welcoming.

As our Guest Experience Manager, you’ll be at the centre of everything we do for our guests, helping ensure every moment at The Kensington feels special.

You’ll keep our daily operations running smoothly and create an atmosphere where guests feel truly valued. Working closely with our brilliant team, you’ll anticipate needs, add thoughtful touches, and help deliver the personalised service that makes The Kensington one of London’s most loved 5-star hotels.

Reporting to our Front Office Manager, you’ll lead and support your team, guiding them to deliver excellent service at every step. Your background in luxury hospitality, especially in a 5-star setting, will set you up for success in this busy, rewarding role.

We’re looking for a natural leader who enjoys creating memorable moments for guests while managing the day-to-day with confidence. You’ll bring a genuine passion for hospitality, great attention to detail, and a calm, solution-focused approach. Fluency in English is essential, and additional languages are always welcome.

What you will bring to the role:

• Someone warm, welcoming, and able to create an atmosphere of genuine luxury
• Experience as a Guest Service Team Leader in a 5-star hotel
• Flexible, reliable, and adaptable
• Comfortable working in a fast-paced environment with high expectations
• A confident leader who inspires their team
• Knowledge of Forbes Standards is a plus
• Strong analytical skills, hands-on problem solving, and great attention to detail
• Relevant certificates, diplomas, or education in Hotel Management

The Perks of working for The Kensington Hotel:

• Generous service charge on top of your base salary 
• Upselling incentives
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Kensington, London

The Kensington is set in one of London's most desirable locations, surrounded by museums and walking distance from the shops of South Kensington and Knightsbridge. A luxury hotel with an ambience reminiscent of a private members club, 150 individually designed rooms and suites, Town House restaurant and K Bar, make it the perfect hidden spot.

 

The Doyle Collection

The Doyle Collection is a carefully curated collection of eight Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.