Guest Experience Manager

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.

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

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.