Brand Operations and Guest Experience Manager

Brand Operations and Guest Experience Manager

Location: Regional Office London, United Kingdom

Are you from a Senior Front Office or Hotel Operations background, passionate about creating unforgettable guest experiences and shaping the future of hospitality? Join PPHE Hotel Group as our Brand Operations & Guest Experience Manager, a fundamental role driving consistency, excellence, and innovation across our entire brand portfolio.

This is an exciting chance to shape the guest experience across a dynamic, forward thinking hotel group. You'll work closely with senior leaders, be the voice of the guest, and drive meaningful improvements across people, product, and performance.

Responsibilities

• Bring brand strategies to life across all regions.
• Drive and evolve brand standards and guest experience frameworks.
• Introduce new guest experience initiatives informed by research, data, and feedback.
• Oversee guest journey mapping, brand audits, mystery guest programmes, and survey insights.
• Review sentiment & online reputation targets.
• Manage and develop the use of the Service Optimisation system. Currently UNIFOCUS.
• Champion ESG across all experience implementations.
• Partner with Digital & Commercial Tech to roll out guest-facing technologies.
• Use AI-powered insights to elevate service, optimise operations, and support decision-making.
• Work with L&D to embed service culture and develop guest experience training.
• Support hotel openings, renovations, and repositionings.
• Collaborate with Brand Marketing to ensure consistent messaging and visual identity.
• Analyse ROI, monitor trends, and identify opportunities to stay ahead of competitors.

Qualifications

• Strong experience in brand operations, service quality, or multi-property hospitality roles.
• Strategic thinking with hands on operational understanding.
• A passion for hospitality and exceptional guest experiences.
• Data fluency, curiosity, and comfort working with new technologies and AI insights.
• Confidence partnering with senior stakeholders and influencing cross functional teams.

Benefits

• 1 day from home per week, you'll be in 4 days per week including Fridays
• 30 days of holiday per year - including bank holidays, increasing with years of service
• Heavily discounted hotel rates in Europe (extends to the Radisson Hotel Group and family & friends)
• F&B discounts at our restaurants and bars (for your whole party)
• Benefit Hub - Discounts in many supermarkets, major retailers, attractions, restaurants and cinemas.
• Free financial & mortgage advice
• 24/7 employee assistance programme
• Access to 40% of your pay before payday through Wagestream
• Vitality at work scheme, with great gym discounts and more
• Free dry cleaning for work attire
• Travel season ticket loan, Ride to Work Scheme
• Annual team member parties and events
• Company pension plan

If you're ready to shape the future of hospitality, elevate guest experiences, and leave your mark across a global portfolio, we'd love to hear from you. Join us and help create memorable moments that matter.