Guest Experience Manager

As the original lifestyle hotels, St Martins Lane London and Sanderson London sit under the Morgans Originals brand, a collection of independent hotels sharing the same spirit. Equal parts glossy, surprising and rebellious, we balance a refined outlook with careful chaos.

No two days are alike as we provide unique experiences everyday such as our Mad Hatters afternoon tea in the Sanderson courtyard or our signature cocktails in the Blind Spot at St Martins Lane – our speakeasy cocktail bar.

We have a fabulous opportunity to join Sanderson in our Front Office team as Guest Experience Manager.

The Guest Experience Manager plays a crucial role in providing exceptional guest experiences, ensuring guest satisfaction, and maintaining positive relationships. This role will help Sanderson create welcoming and memorable stays for all guests.

• Deliver exceptional experiences for all guests by offering personalised service and creating memorable moments.
• Respond to guest inquiries, feedback, and requests with efficiency and warmth.
• Work collaboratively with a diverse team to create an environment that values inclusion, fun, and teamwork.
• Ensure that the team provides consistent, high-quality service at all times.
• Oversee day-to-day operations related to guest experience, ensuring smooth check-ins, check-outs, and efficient communication between departments.
• Hold challenges head-on to ensure guest satisfaction, taking ownership of any concerns or complaints with a solution-oriented mind-set.
• Build strong relationships with guests and internal teams, ensuring clear communication and maintaining Sanderson’s reputation for exceptional service.
• Ensure the Sanderson brand values are reflected in all guest interactions, both internally and externally.
• Ensure the quality of our amenities and that their delivery aligns with our standards

A bit about you:

• Be Original – We want our team to be themselves and we celebrate and welcome diversity in all forms, and we give you the opportunities to discover your best self.
• Be a team player – We always have each other’s backs and work together to offer the best possible guest experience. Whatever challenge we face – we’re in it together.
• Loves to have fun at work – Working hard is a given but remembering to make it fun is key. Make it fun for you, your team, and our guests. We make memories – for our guests and each other.
• Makes Positive impacts – We do more to make a positive impact – from small things to brighten someone’s day to giving back and supporting causes close to our hearts.
• Be Humble & Kind – We’re grounded and approach things with an open mind and show kindness – both with guests and each other. The best idea wins, no matter where it comes from.
• https://careers.accor.com/global/en/job/guest-experience-manager-in-sanderson-london-london-united-kingdom-jid-46700