Guest Experience Director

COREcruitment Ltd; Nottingham; On-site; GBP 120,000 - 190,000; Full time

Job summary

COREcruitment Ltd invites an accomplished Director of Guest Experience to lead a luxury hospitality brand in the North West of England. You will shape and deliver an exceptional guest proposition, overseeing the end-to-end journey for VIP and high-net-worth guests, while building a high-performing service-led team and a strong brand reputation.

The role focuses on pre-opening and ongoing operational excellence, personalisation via guest data, and close collaboration with senior leaders to ensure

Qualifications

• Proven track record in luxury hospitality at director or senior leadership level.
• Experience designing VIP and high-net-worth guest journeys.
• Experience with internationally recognized luxury brands or complex estates.
• Strong understanding of personalised service, guest relations, and luxury service culture.
• Experience building and leading large service-focused teams and driving service excellence.

Responsibilities

• Define and lead the guest experience vision and service philosophy across the business.
• Develop bespoke VIP programmes for high-profile guests with personalised attention.
• Own the end-to-end guest journey from pre-arrival to post-visit relationship management.
• Establish a culture of anticipatory service and excellence across teams.
• Collaborate with operations, marketing and leadership to elevate the guest proposition.
• Drive brand reputation and guest feedback management, including pre-opening activities.

Skills

Luxury leadership

VIP guest experience

Strategic thinking

Team leadership

Client relations

Job description

Director of Guest Experience – Luxury Leisure Hospitality Brand

Location: North West England

We are partnering with an ambitious, high-profile luxury hospitality and leisure business to appoint a Director of Guest Experience to play a pivotal role in shaping and delivering an exceptional guest proposition.

This is a rare opportunity to join a landmark hospitality development in the North West, taking ownership of the end-to-end guest journey and establishing a world-class approach to service, experience and engagement.

The successful individual will be a highly accomplished luxury hospitality professional with a passion for creating extraordinary experiences, an instinctive understanding of high-net-worth and VIP clientele, and the vision to deliver service standards that genuinely differentiate a brand.

Responsibilities:

• Guest Experience Strategy: Define and lead the overall guest experience vision, setting the standards and service philosophy across the business.
• VIP & High-Profile Guest Journey: Develop and oversee bespoke guest programmes for VIPs, high-net-worth individuals, celebrities and other high-profile guests, ensuring exceptional levels of personalisation, discretion and attention to detail.
• End-to-End Journey: Own the complete guest journey, from pre-arrival engagement and reservations through to arrival, on-site experience, departure and post-visit relationship management.
• Service Excellence: Establish and embed a culture of anticipatory service, ensuring teams consistently deliver beyond guest expectations.
• Leadership & Development: Build, lead and inspire a high-performing guest experience function, developing a service-led culture and future leadership talent.
• Personalisation & CRM: Drive the use of guest intelligence, preferences and data to create meaningful, tailored experiences and long-term loyalty.
• Operational Collaboration: Work closely with operational, commercial, marketing and wider leadership teams to ensure a cohesive and seamless guest proposition.
• Brand & Reputation: Champion the brand's positioning and reputation, proactively managing guest feedback and continuously elevating the overall experience.
• Pre-Opening & Launch: Play a key role in the development, implementation and launch of the guest experience strategy, including service standards, operating procedures, recruitment and training.

Requirements:

• Proven experience at Director or senior leadership level within luxury hospitality, ultra-luxury hotels, resorts, premium lifestyle destinations or high-end guest experience environments.
• A demonstrable track record of designing and delivering exceptional VIP and high-net-worth guest journeys.
• Experience within internationally recognised luxury hospitality brands or complex, high-profile hospitality environments.
• Strong understanding of personalised service, guest relations, concierge operations and luxury service culture.
• Experience building and leading large, service-focused teams and embedding a culture of excellence.
• Commercially astute, strategically minded and confident operating at executive and board level.
• Exceptional interpersonal skills, with the ability to build relationships with discerning and high-profile clientele.
• Experience in pre-opening, new concept launches or large-scale hospitality developments would be highly advantageous.