Job Description

Department: Operations

Reports to: Cluster Hotel Manager

Location: The Wesley Euston / Camden

Contract Type: 40 hours per week

Salary: 35K per annum

About Us

The Wesley Hotel is a growing hospitality brand based in the London Borough of Camden. We are a popular independent hotel located close to Euston station also with a new 38 bedroom one in Camden Town. Our Euston Hotel is a 100-bedroom hotel with 20 conference and meeting rooms, and a spacious on-site restaurant and bar.

Since 1950 we are driven by our ethical ethos which is the reason why we're not just another London hotel. We're a social enterprise, anything the hotel makes goes straight to charity.

We are Gold Investor in People, and accredited by Green Tourism Gold. The Wesley Hotel is committed to run operations in a socially responsible, sustainable, and environmentally considerate manner.

Job Purpose

: The Guest Experience Manager plays a key role in delivering elevated, memorable guest experiences across all touchpoints, with a strong focus on food and beverage services while supporting other operational areas. You will lead and inspire a high-performing team to deliver consistently exceptional service, ensure smooth operational delivery, foster team development, and drive commercial success across all outlets.This is a hands-on, guest-facing role that requires confident management and the ability to balance premium service with a sharp focus on profitability and performance. You will take full accountability for the commercial and experiential performance of all F&B outlets while working cross-departmentally to uphold brand values and service standards.Key Responsibilities:

Guest Experience & Service Excellence

Be a visible and accessible presence across guest-facing areas, leading by example and coaching teams in real time.

Deliver elevated guest experiences that reflect the hotel's premium identity across all service areas.

Monitor and act on guest feedback using platforms like GuestRevu, TripAdvisor etc, and in-person feedback.

Champion service recovery -- addressing guest concerns swiftly and professionally.

Anticipate guest needs and personalise services where possible to enhance guest engagement and loyalty. Promote a culture of guest-first thinking across all operational teams.

Conduct regular walkabouts across all guest-facing departments to monitor service delivery and ambience.

Food & Beverage Oversight

Oversee the day-to-day operations of all F&B areas including restaurant, bar, lounge, breakfast service, conference and events.

Ensure high standards of food quality, presentation, hygiene, and guest interaction.

Collaborate with Head Chef, Conference and Events manager, FOH managers to ensure consistency and innovation in our product & services.

Work with Sales & Marketing teams to deliver exceptional private hire and in-house event experiences. Contribute and implement ideas of making offers more attractive.

Support the projection and execution of plans to increase visibility and revenue.

Conduct regular audits of cleanliness, service speed, and guest interactions.

Commercial & Financial Accountability

Take full ownership of revenue and cost performance across F&B .

Maximise profitability through effective stock control, wage cost management, and margin protection.

Identify and capitalise on sales opportunities across all F&B and events offerings.

Analyse financial reports (P&L, covers, spend per head, wastage) and implement strategies to improve performance.

Research and negotiate contracts with suppliers to secure quality ingredients, beverages, and equipment at competitive prices.

Ensure timely procurement and stock rotation to maintain freshness and minimise waste

Team Management & Development

Lead, develop, and motivate a diverse and high-performing team across multiple departments.

Support recruitment, onboarding, and performance management processes.

Drive cross-training and succession planning to promote internal growth and operational flexibility.

Promote a positive, inclusive, and accountable workplace culture aligned with company values.

Compliance & Operational Standards

Ensure all F&B operations comply with health & safety, licensing, and food hygiene regulations.

Uphold exceptional standards in service, product presentation, cleanliness, and team appearance.

Maintain SOPs and service manuals to ensure consistency across all touchpoints.

Sustainability Responsibility

Champion sustainable practices across all guest-facing and operational areas, particularly in F&B service.

Reduce environmental impact by minimising waste, promoting portion control, and managing inventory efficiently.

Support sourcing of cost effective, seasonal, local, and ethical ingredients in collaboration with the kitchen team.

Encourage reusable and recyclable packaging and reduce single-use plastics across service points.

Contribute to sustainability reporting and promote awareness of environmental initiatives among team members and guests.

Other Ad hoc

Helping any ad hoc duties at the request of the cluster hotel manager depending on the urgency and priority for the business.

Requirements:

Essential

Minimum 3-5 years of experience in a guest-facing hospitality management role (preferably within F&B)

Strong managerial and coaching skills

Sound financial and commercial acumen

Excellent communication and interpersonal skills

Experience in delivering premium guest experiences in a high-paced environment

Desirable

Experience in hotel or multi-outlet venue operations

Familiarity with guest feedback platforms (e.g. GuestRevu), EPOS and rota systems

Formal training in hospitality or service leadership

Working Conditions:

Completely hands-on position with weekend, holiday, and evening availability required.

This role involves regular floor presence across all operations.

Job Type: Full-time

Pay: 33,000.00-35,000.00 per year

Benefits:

Bereavement leave Company events Company pension Enhanced maternity leave Enhanced paternity leave On-site gym
Work Location: In person

Application deadline: 31/07/2025
Expected start date: 04/08/2025