Submit your CV and any additional required information after you have read this description by clicking on the application button.
Payment: Salaried
Salary: On Application At The Cumberland, every stay is designed to feel like the best seat in the house. Inspired by London's dynamic music scene, The Cumberland blends contemporary style, exceptional hospitality and unforgettable guest experiences in one of the capital's most iconic locations. With nearly 1,000 bedrooms, vibrant bars and restaurants, meeting and event spaces, and a guest experience full of energy and personality, this is hospitality on a grand stage. We're now looking for an exceptional VIP Experience Manager to lead the delivery of extraordinary stays for our VIP guests, partners and valued visitors – creating memorable moments that go beyond expectation and ensuring every guest interaction feels personal, seamless and unforgettable.
What you'll be doing
As VIP Experience Manager, you'll lead the VIP guest journey from arrival to departure, ensuring the highest levels of personalised service are consistently delivered across the hotel. You'll work closely with Front Office, Guest Services, Housekeeping, F&B and senior operational leaders to curate bespoke experiences, manage guest preferences and ensure every detail is executed flawlessly.
This is a highly visible role where your leadership, presence and passion for hospitality will directly shape the guest experience and inspire the wider team around you. Your remit includes:
VIP Guest Experience
Deliver exceptional, personalised experiences for VIPs, regular guests and special visitors
Anticipate guest needs and proactively create memorable moments throughout their stay
Oversee VIP arrivals, departures, amenities and special requests with precision and care
Ensure all guest preferences and profiles are accurately maintained and actioned
Operational Leadership
Support and oversee Front Office and guest-facing operations during key periods
Act as a senior point of contact for escalated guest queries and service recovery
Ensure smooth and efficient Check-In and Check-Out experiences
Maintain the highest standards of presentation, service and attention to detail across all guest touchpoints
Team Leadership & Development
Lead, inspire and develop a guest-focused team culture
Coach and support colleagues to confidently deliver exceptional hospitality experiences
Encourage collaboration across departments to ensure seamless guest journeys
Foster an inclusive and positive working environment where people feel empowered to succeed
Relationship & Stakeholder Management
Build strong relationships with returning guests, VIP partners and internal stakeholders
Work closely with Sales, Events and Commercial teams to support VIP and high-profile bookings
Collaborate with operational departments to ensure all experiences align with brand standards
Continuous Improvement
Identify opportunities to elevate service standards and enhance guest satisfaction
Monitor guest feedback and implement improvements where needed
Support initiatives that strengthen guest loyalty and brand reputation
What you'll bring
We're looking for someone who thrives on creating unforgettable experiences and leading from the front – someone with warmth, confidence and a genuine passion for people.
Previous experience in a luxury hospitality, guest relations or front office leadership role
Strong understanding of VIP guest service and personalised hospitality
Excellent communication and relationship-building skills
Experience leading, motivating and developing teams
Calm and confident decision-making in a fast-paced environment
Strong attention to detail and operational awareness
Warm, engaging and naturally guest-focused
Professional, polished and approachable
Highly organised with a proactive mindset
Passionate about creating memorable experiences
Positive, collaborative and solutions-focused
Experience using Opera PMS or similar hotel systems
Previous experience within a large-scale hotel operation
What you'll get in return
As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we'll take care of you at every step of your journey so that you can take care of our guests.
In fact, we're so committed to this that our ‘People Promise' sets out how you can expect us to support you at every step of your application and your career with us. Whether that's your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.
Career Development & Growth – We're here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.
Financial Wellbeing – You work hard, so we'll always help your money work hard for you! Some of the great things you can take advantage of include:
Wage Stream – You'll be paid monthly, but have access to your earned salary before payday should you need it
Discounts & Perks – Savings on 1000's of retailers, dining, hotel stays, and much more for you and those close to you
Refer a Friend – Earn up to £1000 when friends join our team
Interest-Free Loans – Season ticket loans to make commuting easier
Mental & Physical Well-being – We're here to support your well-being, whenever and wherever you need it.
On-Site Mental Health First Aiders
24/7 Employee Assistance Line – Free, confidential advice
Be Well Platform – Our Online fitness and wellness resources
Gym Discounts & Cycle to Work Scheme
Recognition & Community – We're proud of everything we achieve, so we always celebrate our extraordinary team and culture. xwzovoh
‘Wonderful People' Awards – Monthly, quarterly, and annual recognition
Social & Seasonal Events – Fun, inclusive celebrations
People Council – A platform for every voice
Paid Volunteering Days – Give back to causes close to you
At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.”, “datePosted”: “2026-05-20”, “hiringOrganization”: { “@type”: “Organization”, “name”: “The Cumberland”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__437030194__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=19549” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Marylebone” } } }
VIP Experience Manager The Cumberland Contract: Full Time
Submit your CV and any additional required information after you have read this description by clicking on the application button.Payment: SalariedSalary: On Application At The Cumberland, every stay is designed to feel like the best seat in the house. Inspired by London’s dynamic music scene, The Cumberland blends contemporary style, exceptional hospitality and unforgettable guest experiences in one of the capital’s most iconic locations. With nearly 1,000 bedrooms, vibrant bars and restaurants, meeting and event spaces, and a guest experience full of energy and personality, this is hospitality on a grand stage. We’re now looking for an exceptional VIP Experience Manager to lead the delivery of extraordinary stays for our VIP guests, partners and valued visitors – creating memorable moments that go beyond expectation and ensuring every guest interaction feels personal, seamless and unforgettable.What you’ll be doingAs VIP Experience Manager, you’ll lead the VIP guest journey from arrival to departure, ensuring the highest levels of personalised service are consistently delivered across the hotel. You’ll work closely with Front Office, Guest Services, Housekeeping, F&B and senior operational leaders to curate bespoke experiences, manage guest preferences and ensure every detail is executed flawlessly.This is a highly visible role where your leadership, presence and passion for hospitality will directly shape the guest experience and inspire the wider team around you. Your remit includes:VIP Guest ExperienceDeliver exceptional, personalised experiences for VIPs, regular guests and special visitorsAnticipate guest needs and proactively create memorable moments throughout their stayOversee VIP arrivals, departures, amenities and special requests with precision and careEnsure all guest preferences and profiles are accurately maintained and actionedOperational LeadershipSupport and oversee Front Office and guest-facing operations during key periodsAct as a senior point of contact for escalated guest queries and service recoveryEnsure smooth and efficient Check-In and Check-Out experiencesMaintain the highest standards of presentation, service and attention to detail across all guest touchpointsTeam Leadership & DevelopmentLead, inspire and develop a guest-focused team cultureCoach and support colleagues to confidently deliver exceptional hospitality experiencesEncourage collaboration across departments to ensure seamless guest journeysFoster an inclusive and positive working environment where people feel empowered to succeedRelationship & Stakeholder ManagementBuild strong relationships with returning guests, VIP partners and internal stakeholdersWork closely with Sales, Events and Commercial teams to support VIP and high-profile bookingsCollaborate with operational departments to ensure all experiences align with brand standardsContinuous ImprovementIdentify opportunities to elevate service standards and enhance guest satisfactionMonitor guest feedback and implement improvements where neededSupport initiatives that strengthen guest loyalty and brand reputationWhat you’ll bringWe’re looking for someone who thrives on creating unforgettable experiences and leading from the front – someone with warmth, confidence and a genuine passion for people.Previous experience in a luxury hospitality, guest relations or front office leadership roleStrong understanding of VIP guest service and personalised hospitalityExcellent communication and relationship-building skillsExperience leading, motivating and developing teamsCalm and confident decision-making in a fast-paced environmentStrong attention to detail and operational awarenessWarm, engaging and naturally guest-focusedProfessional, polished and approachableHighly organised with a proactive mindsetPassionate about creating memorable experiencesPositive, collaborative and solutions-focusedExperience using Opera PMS or similar hotel systemsPrevious experience within a large-scale hotel operationWhat you’ll get in returnAs well as all the things you’d expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests.In fact, we’re so committed to this that our ‘People Promise’ sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.Career Development & Growth – We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.Financial Wellbeing – You work hard, so we’ll always help your money work hard for you! Some of the great things you can take advantage of include:Wage Stream – You’ll be paid monthly, but have access to your earned salary before payday should you need itDiscounts & Perks – Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to youRefer a Friend – Earn up to £1000 when friends join our teamInterest-Free Loans – Season ticket loans to make commuting easierMental & Physical Well-being – We’re here to support your well-being, whenever and wherever you need it.On-Site Mental Health First Aiders24/7 Employee Assistance Line – Free, confidential adviceBe Well Platform – Our Online fitness and wellness resourcesGym Discounts & Cycle to Work SchemeRecognition & Community – We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture. xwzovoh ‘Wonderful People’ Awards – Monthly, quarterly, and annual recognitionSocial & Seasonal Events – Fun, inclusive celebrationsPeople Council – A platform for every voicePaid Volunteering Days – Give back to causes close to youAt Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us….