Director of Guest Experience : Luxury 5 Estate, Surrey

TipTopJob; England; On-site; GBP 100,000 - 125,000; Full time

Job summary

A prestigious luxury estate in Surrey is seeking a Director of Guest Experience to enhance the guest journey. This role demands a leader with a background in luxury hospitality, capable of delivering personalized service and developing innovative guest initiatives. Responsibilities include overseeing service standards and leading the Guest Experience team to ensure a seamless stay for all guests.

Qualifications

• Previous senior-level management experience in luxury hospitality.
• Ability to deliver personalized guest experiences.
• Strong commercial awareness in the hospitality sector.

Responsibilities

• Lead the Guest Experience team to deliver exceptional service.
• Anticipate and exceed guest expectations.
• Develop innovative guest service initiatives.
• Ensure a cohesive, guest-centric operation.

Skills

Exceptional communication skills

Leadership skills

Operational knowledge

Customer engagement

Job description

Overview

Location: Surrey

Salary: Negotiable

An incredible opportunity has arisen for an exceptional hospitality professional to join one of Surrey's most prestigious luxury estates as Director of Guest Experience. This award-winning 5* property is renowned for its world-class service, stunning grounds, and unrivalled guest offering, and is now seeking a visionary leader to elevate the guest journey even further.

As Director of Guest Experience, you will be responsible for ensuring every guest enjoys a truly seamless, personalised, and memorable stay. You will oversee all aspects of the guest journey from pre-arrival through to departure, setting and maintaining the highest standards of service excellence.

Responsibilities

• Leading and inspiring the Guest Experience team to deliver exceptional 5* service.
• Acting as a visible presence across the estate, anticipating and exceeding guest expectations.
• Developing innovative guest service initiatives that enhance the estate's reputation for luxury.
• Collaborating with other senior leaders to ensure a cohesive, guest-centric operation.
• Handling VIP and high-profile guests with discretion, professionalism, and warmth.
• Monitoring guest feedback and continuously driving service improvements.

Requirements

• We are seeking a passionate hospitality leader with:
• Previous senior-level guest experience/rooms division or front-of-house management in a luxury 5* hotel, resort, or estate.
• A proven ability to create and deliver bespoke, world-class guest experiences.
• Exceptional communication and leadership skills, with a natural flair for people engagement.
• Strong operational knowledge and commercial awareness.
• A hands-on, approachable style combined with strategic vision.