Guest Experience & Operations Manager

JR United Kingdom; London; On-site; GBP 45,000; Full time

Job summary

A leading company is seeking a Guest Experience & Operations Manager to oversee guest journeys at their beach club in Greece and London. This role involves managing guest relations, ensuring service quality, and maintaining operational efficiency. The ideal candidate will have a strong background in hospitality, excellent leadership skills, and a passion for guest experiences. This full-time position offers a competitive salary, annual leave, and various benefits including accommodation in Greece during summer.

Benefits

33 days annual leave

Accommodation in Greece during summer

Travel & health insurance while in Greece

Discounts on Peligoni accommodation

Two complimentary club memberships after one year

£800 annual Sand & Stone Stay voucher after one year

Qualifications

• Proven experience in guest-focused hospitality roles.
• Strong project and systems management experience.

Responsibilities

• Lead the Guest Relations function and seasonal team.
• Oversee guest-facing communications and service standards.
• Manage enquiries from potential new property owners.

Skills

Leadership

Communication

Project Management

Stakeholder Management

Attention to Detail

Tools

PMS

OpenTable

MindBody

Job description

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Guest Experience & Operations Manager, london

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Client:

The Peligoni Group

Location:

london, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

14.05.2025

Expiry Date:

28.06.2025

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Job Description:

The Peligoni Club is a family-run beach club in Zakynthos, Greece, offering relaxed luxury and authentic hospitality.

We’re looking for a strategic and operationally-minded Guest Experience & Operations Manager to oversee the full guest journey across The Peligoni Club experience. Acting as the voice of the guest at every touchpoint, you’ll ensure our service, systems, and communications consistently reflect the values of effortless charm, authenticity, and relaxed luxury. This behind-the-scenes leadership role also includes managing the seasonal Guest Relations team and supporting the onboarding of new property partners, ensuring alignment with our brand standards from first enquiry to final guest experience.

This is a full-time, year-round position based in Zakynthos during the summer months and at our London office during the winter.

What You'll Do

Guest Experience & Operations

• Lead the Guest Relations function, supporting the Guest Relations Manager and seasonal team.
• Deliver a seamless guest journey through curated weekly agendas, live booking systems (MindBody, OpenTable), and consistent service standards.
• Oversee guest-facing communications and ensure all touchpoints reflect brand tone and quality.
• Respond to escalated guest issues and maintain overall club presentation in collaboration with housekeeping and other departments.
• Monitor guest feedback and implement improvements.
• Support recruitment, onboarding, and training of the seasonal Guest Relations team.
• Set clear SOPs and deliver ongoing team development to ensure confidence and consistency.
• Foster a proactive, positive team culture in line with Peligoni’s values.

System & Process Management

• Oversee setup and maintenance of guest-facing systems (PMS, OpenTable, MindBody).
• Ensure operational efficiency and booking accuracy through continuous refinement.
• Coordinate with club teams to reflect real-time availability and service updates.

Property Owner Relations & Onboarding (Winter Focused)

• Manage enquiries from potential new property owners and assess suitability based on brand standards.
• Coordinate the onboarding process: contracts, pricing transparency, photography, and floor plans.
• Ensure new listings are accurate, compelling, and aligned with our digital and brand standards.
• Conduct inspections and provide clear quality feedback to owners.
• Build strong, collaborative relationships with property owners and managers to support mutual success.
• Support the wider team with any property-related challenges in a professional and solution-oriented manner.

Content & Brand Standards

• Review and update villa and guest materials across all platforms.
• Uphold consistent brand messaging and service standards across all guest-facing elements.
• Structure and share feedback to drive continuous improvement.

What We're Looking For

• Proven experience in guest-focused hospitality roles, ideally in resorts or multi-property environments.
• Familiarity with property operations and stakeholder management.
• Confident team leader with excellent training and communication skills.
• Strong project and systems management experience (PMS, OpenTable, MindBody or equivalents).
• Meticulous attention to detail and a passion for delivering elevated guest experiences.
• A full clean driving license is required.
• Flexible and willing to relocate seasonally between Greece and the UK.

Salary & Benefits

• £45,000 per year
• 33 days annual leave (incl. bank holidays)
• Accommodation in Greece during the summer
• Travel & health insurance while in Greece
• Discounts on Peligoni accommodation
• Two complimentary club memberships after one year
• £800 annual Sand & Stone Stay voucher after one year