Guest Experience Manager

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Surrounded by the capital’s greenery and most coveted shopping streets, Four Seasons Hotel London at Park Lane seamlessly balances award-winning design with the city’s high notes. Take in views of Hyde Park from sun-drenched rooms and our rooftop spa, enjoy a leisurely meal on our one-of-a-kind al fresco terrace, then stroll to explore London’s famous sights.

Guest Experience Manager

Four Seasons Hotel London at Park Lane

At Four Seasons, we believe exceptional service begins with genuine care. Our people are dedicated to creating meaningful and memorable experiences, not only for our guests, but for one another.

Four Seasons Hotel London at Park Lane is seeking an experienced Guest Experience Manager to lead the design and delivery of a seamless and personalised guest journey. This role is central to ensuring anticipatory service, emotional connection, and flawless execution across every stage of the guest experience.

The role

As Guest Experience Manager, you will oversee the intentional coordination of the guest journey from pre arrival through post departure. Working closely with Rooms Division, Food and Beverage, Engineering, Spa, Security, and People and Culture teams, you will ensure consistent service standards while elevating personalisation and recognition.

You will act as a key guest advocate within the hotel, leading service recovery, supporting select guest programming, and ensuring guest preferences and expectations are clearly communicated and delivered.

What you will do

• Lead and continuously enhance the end to end guest journey with a strong focus on personalisation and emotional engagement
• Oversee the experience of select and priority guests, ensuring accurate coordination and exceptional delivery
• Partner with operational leaders to ensure consistent service execution across all departments
• Act as the primary point of escalation for complex guest concerns and service recovery cases
• Analyse guest feedback, satisfaction scores, and sentiment data to identify trends and drive improvement
• Communicate guest preferences, arrivals, and special occasions accurately and in a timely manner
• Lead and influence teams involved in personalised service delivery
• Coach and support leaders and employees on guest experience behaviours and recognition standards
• Champion Four Seasons brand values and service culture across the hotel

What we are looking for

• Strong background in Guest Experience, Front Office, Concierge, or Rooms Division leadership
• Proven ability to manage complex service recovery situations with empathy and confidence
• High emotional intelligence with excellent communication and interpersonal skills
• Comfortable working with guest experience systems, data, and performance metrics
• Ability to influence cross functional teams and drive accountability
• Flexible and adaptable approach within a guest focused environment
• Right to Work in the UK

What we offer

At Four Seasons Hotel London at Park Lane, we support passionate people who want to grow, lead and build long term careers within a world class luxury brand.

Pay and working arrangements

• £52,500 annual package inclusive of base salary and service charge

Career development

• Excellent training and clearly defined career development pathways
• Strong internal progression opportunities across London and the global Four Seasons portfolio

Time off and wellbeing

• Holiday entitlement increasing with service up to 33 days
• Company Sick Pay, increasing with service
• Life insurance while on duty

Travel, food and lifestyle benefits

• Up to 20 complimentary nights at Four Seasons Hotels and Resorts worldwide, increasing with service, as well as heavily discounted rates at all properties
• 50% discount across UK Four Seasons food and beverage outlets from day one for up to four guests
• Complimentary meals while on duty in Zest, our staff cafeteria, with refreshments available throughout the day
• Access to Wellhub, giving you access to all-in-one subscriptions provide access to gyms, support for fitness, mindfulness, therapy, nutrition and sleep.

Health and family support

• Bupa Dental Cover or Bupa Cash Plan
• Enhanced maternity and paternity pay

Everyday extras

• Uniform with complimentary professional dry cleaning from day one
• Season Ticket Loan and Cycle to Work scheme available
• Access to Stream for greater pay flexibility and discounts

Culture and recognition

• Employee recognition programmes including monthly awards and events
• Annual themed team events plus regular social, charitable and sporting activities

Build a career with Four Seasons

Four Seasons offers a culture built on care, respect, and excellence. As Guest Experience Manager at Four Seasons Hotel London at Park Lane, you will have the opportunity to shape meaningful guest journeys while building a long term career with a globally respected luxury hospitality brand.

We look forward to receiving your application.