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Guest Experience Manager

PrioryRoehampton, Greater London🇬🇧United KingdomPosted 14 Sept 2026

Why This Role Stands Out

This hybrid role offers a unique opportunity to shape exceptional guest experiences within a reputable organization, perfect for someone with a background in luxury hospitality who thrives on making a tangible difference. You'll develop strong relationship-building and problem-solving skills while ensuring every guest feels valued and supported. Apply today to leverage your talents in a rewarding environment!

Quick Overview

Seniority
Mid Senior
Employment type
Full Time
Work mode
Hybrid
Location
Roehampton, Greater London, United Kingdom
Posted
21 hours ago
SalesforceCRMMental HealthMicrosoft Office

Job Description

Description


We are seeking a Guest Experience Manager to join our team at Priory. Working across our sites in  Roehampton and Woking, you’ll 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, you’ll ensure guests feel welcomed, informed and supported throughout their stay. You’ll 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


You’ll build trusted relationships with private guests from confirmed admission through to discharge. You’ll 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.

You’ll coordinate room preferences, wellbeing services and other personalised arrangements, respond to requests and work closely with clinical, hospitality and operational teams to resolve issues. You’ll maintain accurate guest records in Salesforce, communicate through guests’ preferred channels and provide seamless handovers to colleagues when needed.

You’ll gather feedback and identify opportunities to improve the service, consistently delivering a five-star hospitality experience that reflects Priory’s commitment to exceptional guest care.

What you'll bring to the role


You’ll have proven experience in hotel, luxury hospitality or premium customer service, with a passion for delivering exceptional guest experiences.

You’ll be confident building relationships, communicating with empathy and professionalism, and putting people at ease in sensitive situations. You’ll be highly organised, adaptable and able to manage multiple priorities while using your initiative to resolve issues.

You’ll 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 day’s 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 development
  • Parental Leave Gift 
Please take the time to familiarise yourself with the full job description attached prior to making an application.

Shortlisting may begin upon receipt of applications, and the Recruiting Manager may close the vacancy early if enough suitable candidates are identified.

About Priory

Priory is the UK’s leading independent provider of mental health and adult social care. With 12,000 colleagues and a network of 270 services, we support over 24,000 people each year to live their lives as fully and independently as possible. We treat more than 70 conditions – including depression, anxiety, eating disorders and children’s mental health – and provide residential and supported living care for autistic adults, people with a learning disability, Prader–Willi Syndrome, brain injuries and older people.
 
We are an equal opportunities employer committed to providing an inclusive, accessible recruitment process. Learn more about the accessibility support we offer here.

For agency enquiries and applications, please view our legal statement here.

All roles are subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. Priory will cover the cost of a DBS check. 

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