Guest Experience Leader – Luxury Hotel & Spa

Harri; Burton upon Trent; On-site; GBP 33,000 - 41,000; Full time

Benefits offered by this job

Complimentary Spa Day on work annivers

Free meal provided daily through staff

Complimentary use of leisure and spa

Employee Assistance Program

Discounts on overnight stays and spa

Pension scheme

Free Parking

Refer-a-Friend scheme

Induction and training programme

Perkbox discounts

Online doctor support

Inclusive work environment

Job summary

Hoar Cross Hall in Staffordshire is seeking a Guest Experience Manager to lead the guest journey across the property, ensuring warmth, personalised service and seamless operations from arrival to departure.

You will oversee Duty Manager shifts, coach guest-facing teams, and collaborate with Front Office, F&B, Housekeeping, Spa and Events to deliver exceptional experiences for VIPs and all guests. This role demands hospitality leadership and a proactive, standards-driven approach.

Qualifications

• Supervisory or management experience in luxury hospitality.
• Experience in Guest Experience, Front Office or hotel operations.
• Passion for delivering exceptional, personalised guest service.
• Ability to lead, coach and collaborate with multiple departments.
• Proficient with Microsoft Office and hotel reservation or PMS systems.

Responsibilities

• Be a warm, visible presence across the property for guests.
• Oversee the guest journey and improve guest experiences.
• Own guest feedback and resolve complaints professionally.
• Welcome VIPs and guests needing extra support.
• Coordinate special occasions and wow moments.
• Work with Housekeeping to prep VIP rooms.
• Maintain presence across restaurants and bars during peak times.
• Oversee Duty Manager shifts and smooth operations.
• Collaborate with Front Office, F&B, Spa, Events, Maintenance.
• Coach guest-facing teams to anticipate needs.

Skills

Supervisory experience

Guest experience

Front Office

Leadership

Coaching

Microsoft Office

Hotel reservation systems

Education

Hospitality Management qualification

Tools

Hotel reservation systems

Microsoft Office

Job description

Hoar Cross Hall in Staffordshire is seeking a Guest Experience Manager to lead the guest journey across the property, ensuring warmth, personalised service and seamless operations from arrival to departure.

You will oversee Duty Manager shifts, coach guest-facing teams, and collaborate with Front Office, F&B, Housekeeping, Spa and Events to deliver exceptional experiences for VIPs and all guests. This role demands hospitality leadership and a proactive, standards-driven approach.