Guest Experience Lead — Front Office

Cairn Group; Newcastle upon Tyne; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Service Excellence Bonus

Get Paid in Real-Time with Wagestream

Discounted stays across venues

50% off food and drinks

Spa discounts

Retail, Cinema & Fun Discounts

Rise with Us development programs

Superstar Awards

Refer a Friend bonus

24/7 Employee Assistance Programme

Pension Scheme

Year-Round Incentives

Bereavement Leave

Job summary

Cairn Group is a leading UK hospitality company with over 60 years of expertise in hotel ownership, management, and development. You will lead Front of House, ensuring a warm welcome, smooth operations, and high service standards across reception, guest relations and concierge services.

You will mentor the team, manage rosters, and contribute to HR-related duties while delivering excellent guest experiences across Cairn Group venues.

Qualifications

• Experience leading a team in a guest-facing role.
• Strong interpersonal skills to create memorable guest experiences.
• Excellent communication across channels with guests and team.
• Ability to stay calm under pressure and adapt to tasks.
• High attention to detail and strong time-management.

Responsibilities

• Manage Front of House operations including reception, guest relations and concierge functions.
• Lead staffing, rota planning and task delegation; set team development goals.
• Improve service levels by reviewing guest satisfaction and HR activities as needed.

Skills

Leadership

Interpersonal skills

Customer service

Communication

Attention to detail

Job description

Cairn Group is a leading UK hospitality company with over 60 years of expertise in hotel ownership, management, and development. You will lead Front of House, ensuring a warm welcome, smooth operations, and high service standards across reception, guest relations and concierge services.

You will mentor the team, manage rosters, and contribute to HR-related duties while delivering excellent guest experiences across Cairn Group venues.