Job Description

Step into a world where luxury is redefined, and every detail is infused with warmth and charm.
As our Guest Experience Manager, you'll be at the heart of an extraordinary guest experience, ensuring that every moment at The Kensington is nothing short of exceptional.
Your role will be to seamlessly guide our operations, creating an environment where our guests feel not just welcomed, but truly cherished. Working closely with our talented team, you'll anticipate and exceed every guest's needs, bringing to life the personalized touches that make our hotel one of London's most beloved 5-star destinations.
Under the guidance of our Front Office Manager, you'll inspire, lead, and empower your team to deliver flawless service at every touchpoint. Your extensive knowledge of luxury hotel operations and experience in a 5-star environment will help you shine in this fast-paced, dynamic role.
We're looking for a natural leader who thrives on creating memorable guest experiences while managing day-to-day hotel operations with precision. You'll have a genuine passion for the art of hospitality, a keen eye for detail, and the confidence to handle challenges with grace.
We are looking for a skilled Guest Experience Manager to work within our team. We are looking for someone that will:

• Be focused on delivering outstanding service to every guest in the hotel.
• Be flexible in performing duties assigned and throughout the hotel as required.
• Take responsibility for the management of the overall bedroom inventory on any given day.
• Have strong operational knowledge with the ability to work across departments as required Coach and train new starters- we want everyone to feel confident in their new role!
• Have excellent problem-solving skills with the confidence to manage conflicts or complaints seamlessly
• Someone with a pleasant and welcoming manner, ready to creative an environment embodying high luxury and memorable guest experiences
• Experience as a Guest Service Team leader in a luxury, 5 Star Hotel
• Flexibility, reliability, and adaptability
• Confidence in a fast-paced, high-expectations environment
• A leader prepared to guide their team to excellence
• Knowledge and experience with Forbes Standards preferred
• Strong analytical skills, hands-on problem solving and close attention to detail
• Certificates, education history, and diplomas in Hotel Management

The Perks of working for The Kensington Hotel:

• TripAdvisor Incentives
• 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.

Skills Required