Guest Experience Manager

We are proud to share that The Marylebone is looking for a passionate and personable Guest Experience Manager to lead the Guest Experiene and Concierge teams in the hotel. Working alongside the Director of Front Office, you will be an energetic leader, who can drive satisfaction within the team and with our guests. 

You will provide excellent guest service and genuine hospitality by creating memorable luxury experiences in line with the hotel and company standards. You and your team will anticipate guest needs and deal with all enquiries in an efficient, friendly and professional manner.

Key responsibilities include: 

• To be fully aware of daily arrivals/departures/events and to ensure proper planning is undertaken to ensure the hotel exceeds the needs and expectations of the guest an that any special requests are fulfilled prior to arrival. To monitor arrivals at least 3 days in advance.
• To look after VIP guest pre arrivals, arrivals, departures and in-house, providing a point of contact for their stay. Working collaboratively with all departments to ensure smooth stays. 
• To lead by example and work flexibly across all relevant departments. To develop knowledge of associated roles and to assist and/or arrange where required, cover for absences, allowing service standards to be maintained.
• To implement and manage a checklist for the department and to ensure allocated duties are fully completed by the end of the shift.
• To drive the teams performance, ensuring LQA, Forbes and Doyle Collection service standards are met at all times.
• To support in acheiving both Hotel and Departmental KPIs.
• To manage and guide team members, encouraging personal and professional development through regular 121s, providing feedback and supporting in their learning and development.

The Perks of working for The Marylebone Hotel:

• Generous Service Charge
• 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 Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

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.