Guest Experience Team Leader

About the role

Join the Front of House leadership team at The May Fair Hotel, a flagship property of Edwardian Hotels London. As Guest Experience Team Leader you will shape every guest interaction from arrival to departure, ensuring the brand’s high standards of service and hospitality are consistently delivered.

Key responsibilities

• Welcome guests with warmth and professionalism, managing check‑in and check‑out processes.
• Oversee lobby presentation, guest flow and peak‑time operations.
• Resolve guest concerns promptly, using empathy and decisive problem‑solving.
• Support VIP arrivals, special requests and bespoke experiences.
• Train, mentor and motivate Front of House staff to uphold 5‑star standards.
• Collaborate with Concierge, Housekeeping and Food & Beverage teams to deliver a seamless luxury experience.
• Maintain accurate guest records, preferences and service notes.

Required profile

• Proven experience in a luxury hotel or high‑end hospitality environment.
• Natural leader with strong communication and guest‑facing confidence.
• Passionate about service excellence and creating memorable experiences.
• Calm, organised and solutions‑focused in a fast‑paced setting.
• Professional appearance, impeccable manners and a warm personality.

Required skills

What we offer

• Competitive salary and 28 days holiday (including Bank Holidays) with increase for long service.
• Complimentary hot meals, salad bar and unlimited beverages daily.
• Recommend‑a‑Friend scheme up to £500 per referral.
• Annual complimentary night stays within our hotels.
• Preferential accommodation rates for staff, families and friends.
• Discount platform for popular stores, auto‑enrolment pension scheme and regular social events.