Guest Experience Manager
About the company
At Hmlet, we believe it shouldn’t be. Our mission is to make housing more accessible, flexible, and seamless - creating spaces where every move feels easier and every house can feel like home.
We are a dynamic and diverse team of people passionate about hospitality, real estate, and creating great living experiences. If you enjoy working with people, thrive in a fast-paced environment, and want to be part of a growing hospitality and flexible-living business, we’d love to hear from you.
Your tasks
About the Role As the Guest Experience Manager, you will lead the guest-facing operations across both properties, ensuring a consistently high standard of service, strong operational discipline, and memorable guest experiences.
You will manage and develop the Guest Experience team, oversee reservations and daily operations, drive conversion and revenue outcomes, and act as a key partner to the Hotel Management team in optimising workflows, service recovery, and team performance. This role blends hands-on hospitality leadership with operational excellence, commercial awareness, and a strong people-first mindset.
What You’ll Do
- Lead Guest Experience team across hospitality properties, ensuring consistent service, safety, and operational excellence
- Manage daily operations including check-in, check-out, shift handovers, and end-to-end guest journeys
- Lead, coach, and develop the Guest Experience team to deliver service aligned with Hmlet’s brand standards
- Oversee reservations, room allocation, and OTA/direct enquiries to optimise occupancy, ADR, and conversion performance
- Own guest satisfaction outcomes including reviews, feedback, and service recovery
- Partner with Marketing on online reputation and guest communications
- Prepare and manage duty rosters to ensure efficient manpower planning and cost control
- Ensure data accuracy and operational integrity across PMS (MEWS) and related systems
- Support revenue, billing, and payment processes in collaboration with Finance and Revenue teams
- Ensure compliance with SOPs, brand standards, and health and safety requirements
- Drive continuous improvement initiatives to enhance efficiency, profitability, and guest experience
- Act as a Hmlet’s brand ambassador, delivering warm, professional, and consistent guest engagement
Requirements
- Minimum 3 years of relevant experience in hospitality, guest experience, or front office roles, with a strong focus on service excellence and operational execution
- Strong leadership skills with the ability to coach, motivate, and develop teams
- Excellent communication and interpersonal skills
- High ownership mindset with strong attention to detail
- Ability to handle guest complaints calmly and turn challenges into positive experiences
- Commercial awareness with experience in reservations, conversion, and revenue optimisation
- Comfortable working in a fast-paced, multi-property environment
- Strong organisational and planning skills, including roster and inventory management
- Familiarity with PMS systems and operational reporting
- Flexibility is expected to support shift coverage as needed to keep operations running smoothly.
At Hmlet, great hospitality starts with people. If you enjoy creating memorable guest experiences while being part of a commercially driven and hands-on team, we would love to meet you.
What we offer
- Join a growing business where you can take ownership, contribute ideas, and directly influence the experience we create for our guests.
- Work with supportive leaders who are invested in your success, with opportunities to learn, take on greater responsibilities, and grow your career as the business evolves.
- Enjoy preferential employee rates and discounts across eligible Hmlet properties across countries.
- Access wellbeing initiatives and employee benefits designed to support your physical and mental wellbeing.
- Work alongside talented colleagues from diverse backgrounds in an environment that values collaboration, initiative, and continuous improvement.