At Novotel London Canary Wharf, you will be part of a flagship property in one of London鈥檚 most dynamic locations, delivering memorable guest experiences with panoramic skyline views and a strong focus on service excellence. You will join a supportive and high-performing team with opportunities to grow across the Accor network worldwide.
Are you ready for your next career move?
We are looking for a passionate and driven Guest Experience Manager to lead and elevate the overall guest journey across the hotel. This role combines operational leadership with a strong focus on service culture, guest satisfaction, and continuous improvement.
What you鈥檒l do:
- Lead and oversee the end-to-end guest experience from pre-arrival to departure
- Act as Manager on Duty, taking responsibility for the hotel during your shift
- Drive guest satisfaction and identify opportunities to enhance service delivery
- Lead, coach and motivate the Front Office team, fostering a positive team culture
- Maintain a strong presence in the lobby, engaging with guests and anticipating their needs
- Handle guest feedback, complaints and service recovery with professionalism and care
- Work closely with Housekeeping, Maintenance and F&B to ensure a seamless experience
- Oversee Front Office operations including check-in/out, room allocation, billing and reporting
- Monitor performance metrics and guest feedback platforms to support continuous improvement
- Ensure compliance with brand standards, health & safety, and operational procedures
What we鈥檙e looking for:
- Previous experience in a Front Office or Guest Experience leadership role
- Strong leadership skills with a hands-on and guest-focused approach
- Excellent communication and interpersonal skills
- Confident problem solver, able to remain calm under pressure
- Strong organisational skills with the ability to multitask
- Knowledge of Opera PMS or similar systems is an advantage
- Flexibility to work a variety of shifts, including weekends and holidays
Why join us:
- Be part of a globally recognised hospitality group with strong career progression opportunities
- Access to staff rates across Accor properties worldwide
- Ongoing training and development through Accor Academies
- Work in a dynamic and supportive team environment in a landmark London hotel