About us... 

Sofitel London-Heathrow is an award-winning hotel that is the perfect blend of style and convenience. With 605 spacious ensuite rooms plus a selection of restaurants and bars showcasing fresh international flavours.  Our luxurious hotel is connected to terminal 5 and has spa and fitness facilities.  The 45 meeting rooms include a flexible ballroom accommodating up to 1,300 delegates. 

A bit about what you will do...  

The Guest Experience Manager acts as a representative of the hotel, offering support to the team and being the point of contact for guests and talent alike. As a member of the hotel’s management team, the Guest Experience Manager works cross-departmentally and develops high quality relationships with guest throughout their stay, in order to provide a memorable and genuine experience which enhances brand loyalty and hotel’s reputation performance score (RP

• Act as a Welcome Ambassador by maintaining a visible presence in the hotel lobby and conveying a professional, friendly and efficient impression of the hotel at all times. 
• To develop high quality relationships with the guest ensuring that all tasks relating to guest experience, comfort and satisfaction are treated with the utmost priority
• Make recommendations to improve the guest experience and share these with the management team. 
• Responsible for enhancing the Sofitel guest experience culture within the management team and throughout the hotel whilst continuously initiating project to improve the Guest Experience 
• To manage and train the Guest Relations Team to ensure all operating standards and brand audit criteria are adhered to, verifying that spot checks are in place to ensure the targets are met. 
• To undertake Duty Management shifts as required, including night shifts; act in the absence of Senior Management in all matters concerning the safety, security and well-being of guests and colleagues. 

More about you... 

• 3-5 years’ experience in operational hospitality/food & beverage, leisure and tourism, guest experience and quality 
• Hospitality Degree or Qualification is preferred 
• Previous experience in a multi-cultural and diverse environment is preferred 
• Fluent in English is essential and a second language is preferred 
• Previous learning and development experience in a large group setting preferred (training knowledge essential). 

What’s in it for you… 

Competitive salary  

Holiday – 28 days holiday, enhanced after 5 years of service.  

But there’s more...  

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands. 

About us... 

Sofitel London-Heathrow is an award-winning hotel that is the perfect blend of style and convenience. With 605 spacious ensuite rooms plus a selection of restaurants and bars showcasing fresh international flavours.  Our luxurious hotel is connected to terminal 5 and has spa and fitness facilities.  The 45 meeting rooms include a flexible ballroom accommodating up to 1,300 delegates. 

A bit about what you will do...  

The Guest Experience Manager acts as a representative of the hotel, offering support to the team and being the point of contact for guests and talent alike. As a member of the hotel’s management team, the Guest Experience Manager works cross-departmentally and develops high quality relationships with guest throughout their stay, in order to provide a memorable and genuine experience which enhances brand loyalty and hotel’s reputation performance score (RP

• Act as a Welcome Ambassador by maintaining a visible presence in the hotel lobby and conveying a professional, friendly and efficient impression of the hotel at all times. 
• To develop high quality relationships with the guest ensuring that all tasks relating to guest experience, comfort and satisfaction are treated with the utmost priority
• Make recommendations to improve the guest experience and share these with the management team. 
• Responsible for enhancing the Sofitel guest experience culture within the management team and throughout the hotel whilst continuously initiating project to improve the Guest Experience 
• To manage and train the Guest Relations Team to ensure all operating standards and brand audit criteria are adhered to, verifying that spot checks are in place to ensure the targets are met. 
• To undertake Duty Management shifts as required, including night shifts; act in the absence of Senior Management in all matters concerning the safety, security and well-being of guests and colleagues. 

More about you... 

• 3-5 years’ experience in operational hospitality/food & beverage, leisure and tourism, guest experience and quality 
• Hospitality Degree or Qualification is preferred 
• Previous experience in a multi-cultural and diverse environment is preferred 
• Fluent in English is essential and a second language is preferred 
• Previous learning and development experience in a large group setting preferred (training knowledge essential). 

What’s in it for you… 

Competitive salary  

Holiday – 28 days holiday, enhanced after 5 years of service.  

But there’s more...  

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.