Guest Experience Manager - Den Haag

Voco® The Hague, an IHG Hotel

About us voco® The Hague

Can you imagine, going to work at a beautiful hotel in the city center of The Hague? Arriving in a busy hotel with happy guests, waiting for you to make their stay unforgettable? At voco The Hague, this will be your daily life! Together with an amazing international team, you will impress the guests with your hospitality and give them memories that last a lifetime. Not only are you responsible for the guests, but also your team. This is your time to shine! You will be the role model for all the other hosts, and you will be their rock during busy times! voco® The Hague will become your second home, sounds good right?

Destination: voco® The Hague

Come on into an iconic former bank building where offices and ATMs have made way for a brand-new hotel. First impression? 204 elegantly furnished rooms, 7 floors and a warm welcome from your future team. Inside voco® The Hague you will have your place at the beautiful front office.

We are looking for a passionate, hands-on, and guest-focused leader to join our Front Office team as our new Guest Experience Manager at voco The Hague.In this role, you will play a key part in both the daily Front Office operation and the overall guest journey, ensuring every stay feels personal, seamless, and memorable. You will lead by example on the floor, inspire the team to deliver warm and intuitive service, and help create a relaxed 5-star experience that reflects the voco lifestyle. This is not a traditional office-based Monday–Friday position. We are looking for someone who understands hospitality happens in the operation during busy arrivals, VIP stays, high occupancy days, and the moments that matter most to our guests. Flexibility, visibility, and operational presence are essential to success in this role.The ideal candidate is proactive, organized, emotionally intelligent, and genuinely passionate about hospitality. You know how to create exceptional guest experiences without making service feel formal or scripted, and you naturally inspire those around you to do the same.

Your day to day

Guest Experience & VIP Planning

• Review upcoming arrivals, occupancy levels, and guest profiles to proactively plan exceptional guest experiences.

• Coordinate VIP, long-stay, loyalty member, and special occasion arrivals.

• Organize amenities, welcome cards, room preparations, and personalized touches.

• Ensure guest preferences and loyalty recognition standards are consistently executed.

• Build strong guest relationships by actively engaging with guests throughout the hotel.

• Resolve guest concerns quickly and professionally before they escalate.

• Inspire the team to create memorable moments that feel natural, warm, and effortless.

Front Office Operations

• Support and lead daily Front Office operations alongside the Front Office Manager.

• Act as the operational lead during shifts and busy service periods.

• Ensure brand standards, service procedures, and guest expectations are consistently maintained.

• Handle escalated guest concerns and support service recovery when needed.

• Conduct room checks and coordinate closely with Housekeeping and other departments to ensure seamless guest journeys.

• Maintain strong operational communication across departments.

• Coach, mentor, and motivate operational team members to deliver confident and guest-focused service.

• Support onboarding and ongoing training for both new and existing team members.

• Lead by example with a positive, approachable, and professional attitude.

• Help build a service culture focused on warmth, attention to detail, and genuine hospitality.

• Identify opportunities to improve service delivery and operational efficiency.

• Take ownership of ad hoc operational challenges as they arise, proactively supporting Front Office and wider hotel operations to maintain smooth service flow and deliver an outstanding guest experience at all times.

Scheduling & Planning

• Assist with creating and managing Front Office schedules in line with business levels and operational needs.

• Ensure the right balance of experience and operational coverage across shifts.

• In an emergency you could serve as first of point of contact to the Emergency Response Team and coordinate the response. 

• Monitor staffing levels proactively to support guest satisfaction and smooth operations.

• Support planning around high occupancy periods, events, VIP stays, and operational challenges.