Guest Experience Manager

Overall Purpose   

The Guest Experience Manager will be a constant presence at the reception desks, overseeing the full front‑of‑house operation, including meeting rooms, event spaces, and all additional client‑facing reception areas.

As Guest Experience Manager, you act as an ambassador for the client and St James, embodying our shared values and service ethos. You will take full ownership of the reception environment—ensuring it is flawlessly presented, seamlessly operated, and welcoming at every moment.

You will lead, inspire, and develop your team, fostering a culture of excellence, collaboration, and genuine hospitality to ensure every guest interaction reflects our commitment to exceptional service.

Duties and Responsibilities

The below listed task/responsibilities are not exhaustive:

Leadership, Ownership & Operations

Take full ownership of the reception, meeting rooms, event spaces, and all associated guest areas, including any additional client‑facing reception points.

Ensure all guest requirements are delivered flawlessly before, during, and after their visit—including communicating with AV for setups, bespoke room layouts, and special requests.

Maintain all reception, meeting, and event spaces in impeccable order at all times, liaising with cleaning, facilities, security, and other departments to ensure seamless operations.

Review existing standards and procedures, implementing best practices to elevate the Front of House and Guest Experience service.

Proactively identify issues, recommend improvements, and resolve operational challenges with discretion and efficiency.

Produce, manage, and maintain the reception rota, coordinating absences and arranging cover as required.

Lead and support the implementation of upgrades, changes, or advancements in relevant software or systems.

Lead the team in creating memorable guest moments by consistently exceeding expectations.

Contribute to the development and delivery of the customer experience strategy alongside key stakeholders.

Create, implement, and support events aligned with both client requirements and St James values.

Pre‑plan, organise, and execute events and ESG initiatives with precision and attention to detail.

Ensure the team operates to the highest professional standards, consistently delivering a high level of customer focus.

Ensure all team members are correctly attired and present a polished, professional appearance at all times.

Oversee the maintenance of the room‑booking system and ensure timely reporting and resolution of faults within all client‑facing areas.

Attend management meetings as required and produce accurate, concise minutes.

Conduct interviews for potential new team members and contribute to recruitment decisions.

Guest Interaction & Service Excellence

Oversee the responsibility as well as welcoming and hosting all guests and visitors within the tenant floors, ensuring a warm, genuine, and exceptional experience.

Assist guests, visitors, occupiers, and clients with queries, feedback, and suggestions in a knowledgeable and professional manner.

Receive and respond to telephone calls promptly and efficiently, identifying needs and transferring calls appropriately.

Handle difficult or distressed callers with calmness, empathy, and professionalism.

Report accidents or incidents promptly and appropriately in line with procedures.

Administration & Reporting

Prepare and deliver accurate reports as requested by the client and senior management.

Undertake administrative duties including photocopying, stationery stock take, managing post and couriers, and coordinating facilities‑related tasks.

Produce monthly/quarterly client reports, in a timely and accurate manner

Manage payroll processes for the Guest Experience team, ensuring accuracy and compliance.

People Management & Development

Lead, motivate, and develop the Guest Experience team, fostering a culture of excellence, collaboration, and respect.

Conduct annual performance reviews, and any required performance‑management processes.

Carry out Return‑to‑Work interviews following team absences.

Recruitment and interview potential new team members

Identify training needs and support the ongoing development of team skills and professional growth.

Maintain strong working relationships with colleagues and key internal stakeholders.

Compliance, Safety & Policy Adherence

Adhere to all St James policies, procedures, and code of conduct requirements.

Maintain full knowledge of emergency and Health & Safety procedures, ensuring the team is equally informed.

Ensure compliance with all relevant statutory legislation relating to health, safety, and environmental standards.

Knowledge 

Proven experience in managing and leading a large, high‑performing team within a guest‑focused environment.

Demonstrated expertise in delivering exceptional customer service, with a clear understanding of premium guest experience standards.

Previous experience within a similar corporate or hospitality‑led environment is essential, ideally in front‑of‑house or guest‑facing leadership roles.

Excellent command of the English language, both written and verbal, with the ability to communicate with clarity, warmth, and professionalism.

Strong IT proficiency, including confident use of Microsoft Office and relevant operational systems.

Skills 

Strong leadership capabilities

Excellent interpersonal skills, with the flexibility to work effectively with diverse personalities and adapt to changing business needs.

Exceptional customer service abilities

High levels of efficiency, motivation, and personal drive.

Outstanding organisational skills, with the ability to prioritise and manage multiple tasks seamlessly.

Consistently punctual and reliable, always demonstrating professionalism.

Positive, outgoing, and solutions‑focused “can‑do” attitude.

Creativity and innovation, contributing fresh ideas that enhance guest and team experiences.

Tact, diplomacy, and emotional intelligence when handling sensitive situations.

Proactive, helpful, and willing to go above and beyond to support guests, colleagues, and the wider operation.