Guest Engagement Manager

Full-Time

Located in a prominent position on Shoreditch High Street, One Hundred Shoreditch has 258 bedrooms, five restaurants and bars including a breakfast restaurant, a destination cocktail bar and a rooftop bar and terrace, offering panoramic views over East London.

As the Guest Engagement Manager, you will be at the forefront of delivering an unparalleled guest experience. Your role will involve creating meaningful connections with our guests, enhancing their stays through thoughtful touches, and ensuring they feel valued at every stage of their journey. You will lead the charge in driving guest satisfaction, managing feedback, and creating a culture of exceptional service within the team.

Key Responsibilities

• Guest Experience Leadership: Act as the primary point of contact for all guest engagement initiatives, ensuring their experience exceeds expectations from pre-arrival to post-departure.

• Personalised Service: Develop and implement strategies to deliver bespoke experiences that reflect the diverse needs and preferences of our guests.

• Feedback Management: Monitor and respond to guest feedback on all platforms, identifying trends and driving continuous improvement.

• Team Training: Collaborate with department heads to train and inspire staff to deliver consistent, high-quality service.

• Event Coordination: Work closely with the Events team to organize and execute guest-focused activities that highlight the spirit of Shoreditch and the hotel’s brand ethos.

• Community Engagement: Build relationships with local businesses and creatives to enhance guest experiences and foster a sense of place.

• Data & Reporting: Analyze guest satisfaction metrics to identify areas for improvement and celebrate successes.

• VIP & Loyalty Program Management: Ensure seamless experiences for VIP guests and oversee the implementation of loyalty and retention initiatives

Competitive salary plus tronc

This is an opportunity to make your mark on Shoreditch. As a team we love to have fun, with a focus on our wellbeing at the heart of everything we do. In addition to a competitive salary, we offer a range of benefits that include:

• Guest experience including dinner and drinks

• 6 complimentary nights a year at any Lore Group hotel

• Lore Group Employee & Immediate Family Rates

• Lore Group Friend and Family Rates

• 50% Employee discount and 25% Friends and Family discount at over 800 partner hotels via Lore Discovery

• 50% discount in Lore Group restaurants and bars

• Contribution towards Health Cash Plan

• Life Assurance

• 2 days paid volunteering leave per year

• Length of service incentives (additional holiday)

• Bespoke training programmes

• Free meals on duty

• Incentives such as Ride-to-Work and season ticket loan

• Quarterly employee award ceremony and company staff parties

• Employee assistance programme

Location: London