Overview
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
- Be the connector between Brand, Operations, Digital, Commercial, and Development teams, turning brand vision into real, tangible guest experiences. Your work will shape how our hotels operate, feel, and perform.
- Bring our 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 and review
- Manages 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
- Two free meals per day
- 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.
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