Guest Experience Manager

Description We are seeking a Guest Experience Manager to join our team king across our sites in Roehampton and Woking, youll deliver an exceptional experience for every private inpatient from admission through to departure. Working hours will vary between 8am and 8pm, depending on guest and service needs. Shifts will also include weekend cover where weekend patient admissions are due.

As the named non-clinical point of contact, youll ensure guests feel welcomed, informed and supported throughout their stay. Youll coordinate their practical and personal needs, resolve requests and work closely with clinical and operational teams to create a seamless, personalised experience. Your focus will be on delivering a warm, hospitality-led service where every guest feels known, valued and cared for.

Hotel, luxury hospitality or high-end guest service experience is essential. A full UK driving licence and willingness to travel between regional sites is essential. What you'll be doing Youll build trusted relationships with private guests from confirmed admission through to discharge. Youll contact guests before arrival to understand their preferences, answer questions and coordinate their admission, before welcoming them on arrival and ensuring they feel comfortable and well cared for.

Youll coordinate room preferences, wellbeing services and other personalised arrangements, respond to requests and work closely with clinical, hospitality and operational teams to resolve issues. Youll maintain accurate guest records in Salesforce, communicate through guests preferred channels and provide seamless handovers to colleagues when needed. Youll gather feedback and identify opportunities to improve the service, consistently delivering a five-star hospitality experience that reflects Priorys commitment to exceptional guest care.

What you'll bring to the role Youll have proven experience in hotel, luxury hospitality or premium customer service, with a passion for delivering exceptional guest experiences. Youll be confident building relationships, communicating with empathy and professionalism, and putting people at ease in sensitive situations. Youll be highly organised, adaptable and able to manage multiple priorities while using your initiative to resolve issues.

Youll have strong attention to detail, be confident using CRM and Microsoft Office systems, and understand confidentiality and professional boundaries. Salesforce experience is desirable, but not essential. A full UK driving licence and willingness to travel between regional sites is essential. What we will give you in return We want you to succeed at Priory and thrive in your role.

You will be well supported with regular career conversations. We also offer full training and numerous pathways into leadership and qualified clinical positions to help you shape your career with us. Car Allowance 25 days Annual Leave  Bank Holidays  additional days leave for your Birthday! Annual leave entitlement increases based on length of service: 27 days after 5 years service and 30 days after 10 years service Length of service recognition awards every 5 years Employee Assistance Programme Initial Disclosure Check Cost covered, if applicable to role My Possible Self App and health-related benefits Online discounts and cashback rewards Priory Perks Smart Technology scheme (qualifying period) Cycle to work scheme (qualifying period) Smart Holidays (qualifying period) Gym Flex (qualifying period) Healthcare Cash Plan Simply Health Scheme Eye Care Vouchers Cash for Colleagues Employee referral scheme Access to development opportunities Sponsorship of professional qualifications through our Individual Professional Development (IPD) panel Leadership & management…