Group Guest Experience Manager

Group Guest Experience Manager

Location: London (with 30–40% travel across Europe)

Reports to: Chief Experience Officer

Introducing Miiro… Inspired by the Latin word meaning 'I wonder' or 'I marvel', we encourage our guests to pause, to look around and to savour every moment. Our name and double vowel reminds us of a mirror, speaking to the idea of self-reflection and echoing the spirit of our locations.

At Miiro, we believe there's a better way to travel. A way that is more thoughtful and personal. And since our hotels are in Europe's most interesting neighbourhoods, we also encourage guests to discover new places — on their own terms and in an authentic way. Ultimately, we want to make sure guests go home inspired and reinvigorated because they've had a brilliantly considered stay.

Creating 'Brilliantly Considered Stays' is the essence of our brand. Stays that bring our guests closer to the local culture and their stories.

We believe that every moment tells a story.

We're looking for a passionate and people-focused Group Guest Experience Manager to help us shape those stories — ensuring every guest feels seen, valued, and inspired from check-in to check-out.

As the guardian of Miiro's guest journey, you'll play a key role in bringing our service philosophy and DREAM values to life across all properties. You'll empower our Guest Experience Managers and their teams to deliver warmth, creativity, and consistency in every interaction — making each stay distinctly Miiro.

What You'll Do

Champion the Miiro Experience

• Partner with the Chief Experience Officer to design and evolve our Group Guest Experience framework.
• Define and standardize the guest journey across all touchpoints, ensuring every guest encounter feels effortless, personal, and memorable.
• Collaborate with Operations, Brand, and People & Culture teams to embed service excellence into daily hotel life.

Inspire, Train & Support Our Teams

• Design and deliver engaging, hands-on training focused on Miiro's service standards, emotional intelligence, and storytelling.
• Lead "Train the Trainer" programs to build in-house capability and maintain consistency across hotels.
• Be a key member of our Opening Task Force — preparing new hotels and teams to deliver exceptional experiences from day one.
• Conduct regular site visits to coach teams and nurture a culture of empathy and curiosity.

Drive Quality & Continuous Improvement

• Analyse guest feedback, reviews, and mystery audits to identify opportunities for growth.
• Support hotels with service recovery best practices and proactive guest engagement initiatives.
• Work closely with General Managers to measure the impact of training on satisfaction and performance.
• Continuously refine Miiro's guest journey to stay ahead of evolving guest expectations.

Live & Breathe Our Brand

• Act as an ambassador for Miiro's purpose, ensuring our values shine through every guest and team interaction.
• Lead monthly alignment sessions with Guest Experience Managers to share best practices and success stories across the group.

Who You Are

• Experienced in guest experience, quality, or service excellence roles within hospitality (multi-property or cluster experience preferred).
• A natural facilitator and coach with strong communication and influencing skills.
• Skilled at creating and delivering impactful service training programs.
• Deeply passionate about emotional service, storytelling, and authentic hospitality.
• Highly organized with strong project coordination and stakeholder management skills.
• Fluent in English; additional European languages are a plus.

Why Join us?

At Miiro, we do more than run hotels — we create spaces where people connect, recharge, and feel at home. You'll join a passionate, collaborative team that values curiosity, creativity, and care. If you're driven by crafting memorable moments and building cultures of excellence, this is your place to make an impact.

Ready to make every guest's journey unforgettable?