Priory
Guest Experience Manager
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Guest Experience Manager
Salary up to £40,000
Car Allowance £5,200
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 license and willingness to travel between regional sites is essential.
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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.
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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 license and willingness to travel between regional sites is essential.
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