VIP Experience Manager

VIP Experience Manager

The Cumberland

Contract

Full Time

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.

• ‘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.