Experience Manager

4 weeks ago


London, Greater London, United Kingdom Accor Hotels Full time
Accomplish Exceptional Guest Experiences

We are seeking a highly skilled and experienced Guest Experience Manager to join our team at Mercure & ibis London Earls Court. As a key member of our Front Office/Rooms department, you will play a vital role in ensuring our guests receive an exceptional welcome, stay, and departure experience.

About Us

Mercure & ibis London Earls Court is a vibrant hotel located in the heart of London, offering guests a warm and welcoming atmosphere, spacious rooms with breathtaking views of the city skyline, and a range of amenities and services designed to make their stay truly unforgettable. Our hotel is currently undergoing an exciting refurbishment project, which will result in a modern and stylish 12-storey property with a unique dual-branding concept.

Key Responsibilities

  1. Develop and implement strategies to enhance guest satisfaction and loyalty, driving revenue growth and exceeding service standards.
  2. Collaborate closely with Heads of Departments to ensure seamless communication and effective issue resolution.
  3. Conduct regular inspections to monitor service quality, identifying areas for improvement and implementing corrective actions.
  4. Foster a positive and inclusive work environment, promoting teamwork, innovation, and continuous learning.
  5. Promote special offers and products, driving sales and revenue growth while maintaining excellent customer service standards.
  6. Liaise with external partners and suppliers to ensure smooth operations and optimal outcomes.
  7. Perform shifts in the hotel as required, demonstrating flexibility and adaptability.
  8. Stay up-to-date with industry trends, best practices, and new technologies to drive business growth and excellence.

What We Offer

  • A competitive salary of £14.90 per hour, plus incentives.
  • A comprehensive benefits package, including employee discount card, pension scheme, health insurance, eye test vouchers, cycle to work scheme, and staff uniforms.
  • Opportunities for professional development, career progression, and growth within the company.
  • A dynamic and supportive work environment, fostering collaboration, creativity, and innovation.
  • The chance to be part of a global hospitality leader, with a rich history, diverse culture, and commitment to excellence.


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