Assistant Guest Experience Manager

Job Details

Role: Assistant Guest Experience Manager at The Imperial - New Opening Hotel

Location: Bloomsbury, London

40 hours (on rota)

About Us:

Imperial London Hotels is a family run company with a 187-year legacy, dedicated to putting authentic London experiences within everyone’s reach.

This summer, we open the doors to our fully re-imagined hotel, The Imperial – a new lifestyle offering within our portfolio. With 357 bedrooms, multiple dining venues, a workout studio, and destination rooftop bar, this will be a new beacon, bang in the heart of Bloomsbury, London.

About the Role:

We are seeking a warm, proactive and people-focused Assistant Guest Experience Manager to support the delivery of a seamless, memorable guest journey. You’ll be a visible leader on the lobby floor, ensuring every arrival, departure and interaction feels effortless and personal.

What You’ll Be Doing:

• Support the Guest Experience Manager in leading the Front Office team to deliver exceptional guest service.
• Act as the go-to leader in the lobby, ensuring guests feel welcomed and supported.
• Oversee daily operations, stepping in to manage the department when required.
• Coach, mentor and develop team members, building skills, confidence and service excellence.
• Handle guest enquiries, escalations and service recovery with professionalism and empathy.
• Support rota planning, task allocation and daily briefings to keep the team organised and focused.
• Coordinate arrivals, departures, luggage services and busy lobby flow.
• Work closely with Housekeeping, Reservations, F&B and other departments to ensure seamless guest service.
• Assist with VIP arrivals, group movements and special requests.
• Maintain lobby presentation, atmosphere and safety standards.

Who You Are:

• Experienced in guest-facing hospitality roles, ideally within a hotel environment.
• Warm, confident and skilled in guest communication and service recovery.
• Strong organiser with experience supporting or supervising teams.
• Proficient in MS Office and comfortable working with hotel systems.
• Bonus: hospitality qualifications, PMS knowledge, multilingual skills or boutique/lifestyle hotel experience.

What’s In It for You:

• 28 days holiday, rising to 33 with length of service (including bank holidays)
• Access to ILH Training Academy programmes, apprenticeships and supported study
• Holiday Purchase Scheme
• Complimentary uniform dry‑cleaning, plus discounted personal dry‑cleaning
• Interest‑free Season Ticket Loan
• Workplace Pension
• Team Member flat rate and 50% friends and family hotel discount
• 50% discount across ILH F&B outlets
• Discounted drinks at Blooms Café
• Employee‑funded Health Cash Plan
• Local Bloomsbury discounts
• Early Pay access
• Shopping discounts with selected retailers
• Salary sacrifice schemes including nursery care, cycle to work, and technology
• Access to mental health first‑aiders, wellbeing support and the Employee Assistance Programme

Ready to Elevate the Guest Experience?

If you love leading from the front and creating unforgettable guest experiences, we’d be delighted to hear from you!