JOB DETAILS

Guest Experience Manager

CompanyAccorHotel
LocationLondon
Work ModeOn Site
PostedApril 16, 2026
About The Company
We are Accor We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world. We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts. Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
About the Role

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

At Novotel London Canary Wharf, you will be part of a flagship property in one of London’s 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’ll 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’re 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

Additional Information


Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

  • Job-Category: Default
  • Job Type: Permanent
  • Job Schedule: Full-Time
    • Key Skills
    Operational leadershipGuest experience managementFront office operationsService excellenceTeam leadershipCoachingProblem solvingCommunication skillsInterpersonal skillsOrganizational skillsMultitaskingOpera PMSService recoveryPerformance metricsBrand standards compliance
    Categories
    HospitalityManagement & LeadershipCustomer Service & Support
    Benefits
    Staff rates across Accor properties worldwideOngoing training and development through Accor AcademiesCareer progression opportunities
    Job Information
    📋Core Responsibilities
    Lead and oversee the end-to-end guest experience while managing front office operations and team performance. Act as the Manager on Duty to ensure service excellence and handle guest feedback effectively.
    📋Job Type
    full time
    📊Experience Level
    2-5
    💼Company Size
    99157
    📊Visa Sponsorship
    No
    💼Language
    English
    🏢Working Hours
    40 hours
    Apply Now →

    You'll be redirected to
    the company's application page