Brand Operations & Guest Experience Manager

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. **What you’ll do as Brand Operations \& Guest Experience Manager:** You’ll 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. **In this role, you will:** * 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. * What you bring as Brand Operations \& Guest Experience Manager: * 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 you’ll receive:** * 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.**