Guest Experience & Quality Manager (Aura Manager)
SKILLS
FULL DESCRIPTION
Guest Experience & Quality Manager (Aura Manager)
[Employer hidden — sign up to reveal] is hiring a Guest Experience & Quality Manager (Aura Manager) for their London hotel. The role involves shaping guest experiences, curating personalized journeys, and collaborating with marketing. Requires luxury hospitality experience and strong interpersonal skills.
Key Responsibilities
- Bring the ME brand to life through service style, guest interaction and atmosphere
- Curate and elevate the end-to-end guest journey, from arrival to departure
- Build strong relationships with VIP, loyal and high-value guests
- Anticipate guest needs and deliver personalised, meaningful experiences
- Act as a cultural host, connecting guests with local lifestyle, art, music and gastronomy
- Collaborate with Marketing to support events, activations and cultural programming
- Identify opportunities to enhance guest experience and perceived value
- Monitor guest feedback and implement continuous improvements
- Coordinate with all departments to ensure seamless and elevated service delivery
- Contribute to the development of signature touchpoints and brand-led experiences
What we’re looking for
- Experience in luxury or lifestyle hospitality environments
- Background in Guest Experience, Front Office leadership, VIP relations or concierge
- Strong understanding of high-end service and personalised guest journeys
- Charismatic, emotionally intelligent and guest-focused approach
- Culturally aware with interest in lifestyle trends (art, music, fashion, gastronomy)
- Excellent communication and interpersonal skills
- Ability to think strategically and execute operationally
- Strong organisational skills and attention to detail
- Commercial awareness and understanding of guest value perception
- Fluency in English (additional languages are a plus)
About [Employer hidden — sign up to reveal]
Because belonging to the great [Employer hidden — sign up to reveal] family is being VIP. At [Employer hidden — sign up to reveal], our people are the heart of everything we do. Whether you’re stepping into leadership or continuing to grow your expertise, you’ll be part of a culture defined by respect, collaboration, and passion. From our newest talents to our most experienced professionals, we are all Very Inspiring People — and that includes you.
Our Commitment to Diversity & Inclusion — We are proud to be an equal opportunity employer. We celebrate diversity and strive to create an inclusive, accessible environment for all. At [Employer hidden — sign up to reveal], we believe our differences make us stronger and help build a responsible present and a sustainable future.
If you want to be a Very Inspiring Person, apply now and start your journey with [Employer hidden — sign up to reveal].