Guest Experience Manager

The Role

As Guest (VIP) Experience Manager, you’ll ensure every VIP guest’s journey with us is seamless, memorable, and beyond expectation. From discreet arrivals to personalised in-room touches, you’ll oversee the entire guest journey with precision, care, and Nobu’s signature style.

You’ll:

• Manage the full VIP journey, from pre-arrival planning to departure.
• Review VIP bookings weekly, assigning rooms and arranging tailored amenities.
• Create bespoke check-in experiences, ensuring privacy and discretion where required.
• Develop guest relations strategies alongside the Director of Rooms to continually enhance the Nobu experience.
• Act as the key point of contact for VIP guests, building trusted, lasting relationships.
• Provide leadership and guidance to colleagues during shifts and events.
• Ensure accurate use of reservations systems for all VIP bookings.
• Lead with innovation, bringing fresh ideas to improve processes and guest satisfaction.
• Be an ambassador for Nobu, embodying our values of Family, Crafted, Smile and Kokoro in every interaction.

What We’re Looking For

With at least 2 years’ experience as an Assistant Guest Experience or Guest Relations Manager within a luxury 5 hotel*, you have the skills, poise, and confidence to anticipate guest needs and deliver discreet, world-class service. You are adept in OPERA Cloud or similar systems, a natural leader, and a strong communicator. Above all, you bring warmth, integrity, and an open heart to every guest encounter.

Benefits of Joining Our Team

• Opportunities to progress within our hotel and the wider portfolio
• Access to a suite of innovative and varied learning and project opportunities
• Exciting wellness and volunteering opportunities
• 28 days holiday (including bank holidays) which will increase through length of service
• Life Assurance Scheme
• Cycle to Work Scheme
• The opportunity to have a say in the direction of our hotel by joining one of the many committees across the hotel.
• 50% off all food and beverage
• Eligibility for tuition or sponsorship
• Free meals whilst on duty
• Refer a Friend Scheme
• 2 Hotel-wide social events a year including Employee Awards night
• Discounted dry-cleaning
• Discounted overnight stays

Nobu Hotels effortlessly blends modern luxury and minimal Japanese tradition into the concept of a lifestyle hotel. Filled with cutting-edge design and stunning spaces, Nobu Hotels provides remarkable hospitable service and an unparalleled experience like nothing before. Helming from world renowned

Chef Nobu Matsuhisa, Robert De Niro and Meir Teper, the Nobu Hotels concept is a remarkable conjunction of exquisite cuisine, innovation and creativity.

Nobu Hotel London Portman Square features 249 guest rooms and suites, together with a Nobu restaurant, ballroom and meeting spaces beautifully conceptualised by London-based architecture and interior design firm, David Collins Studio, in conjunction with Make Architects.

We are looking for great people that embody our core values of Kokoro, Smile, Family & Crafted.

You will share our passion, deliver quality results and have the courage to be different and creative within your specialism.