Guest Experience Manager

Iconic Hotels & Resorts; Broadway; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Salary £35k

Service charge £4,500

Meals on duty

Healthcare cashback

Training & development

F&B discount

Spa discount

Refer a friend incentive

Team events

Job summary

The Lygon Arms is a historic hotel in the heart of Broadway, offering 86 bedrooms, beautiful gardens and a warm, welcoming atmosphere for guests and team members alike.

As Guest Experience Manager, you will oversee the guest journey from booking to post-stay follow-up, delivering personalised and memorable experiences that encourage loyalty and repeat visits. This hands-on role involves leadership, feedback management and collaboration across departments to uphold luxury standards.

Qualifications

• Experience managing luxury hotel guest services.
• Strong communication and relationship-building skills.
• Commercial awareness with revenue opportunities.
• Ability to lead and develop a team.

Responsibilities

• Lead the guest journey from reservation through post-stay follow-up.
• Oversee guest engagement, feedback management and service recovery.
• Collaborate with Reception, Housekeeping, Spa, F&B and Maintenance to uphold luxury standards.
• Recruit, train and develop the Guest Services team to deliver a high-performing service culture.
• Ensure GDPR, Health & Safety and brand standards compliance.
• Provide operational support including Reception and Duty Management when required.

Skills

Guest experience management

Team leadership

Hospitality industry experience

Customer service

Job description

The Lygon Arms is a historic hotel in the heart of Broadway, offering 86 bedrooms, beautiful gardens and a warm, welcoming atmosphere for guests and team members alike.

What we offer our Guest Experience Manager

• £35,000 salary per annum
• Annual service charge circa £4.5k (non-contractual)
• Starting beginning of October
• Meals included on duty
• Employee recognition awards
• Cashback healthcare cover after probation
• Continued career development with recognised training providers
• 25% discount on all food and beverage
• Discount on spa treatment and products
• Refer a friend incentive
• Team social events, seasonal gifts and much more…

About the Role

As Guest Experience Manager, you will be responsible for ensuring every guest receives exceptional service throughout their stay. Working closely with all hotel departments, you will oversee the guest journey from booking to post-stay follow-up, creating personalised and memorable experiences that encourage loyalty and repeat visits.

This is a hands‑on management role involving guest engagement, feedback management, team leadership and operational support. You will work alongside Reception, Housekeeping, Spa, Food & Beverage and Maintenance teams to maintain the highest standards of luxury hospitality and deliver outstanding guest experiences every day.

Key Responsibilities

• Lead and oversee the guest journey from reservation through to post‑stay follow‑up.
• Manage pre‑arrival communications and coordinate guest requirements, preferences and special requests.
• Create bespoke experiences for VIP guests, returning visitors, special occasions, media visits and key travel partners.
• Lead the hotel’s guest feedback and reputation management programme, monitoring satisfaction scores, online reviews and feedback channels.
• Take ownership of service recovery, ensuring guest concerns are resolved professionally, empathetically and efficiently.
• Develop and implement guest experience initiatives, amenities and touchpoints that enhance satisfaction and loyalty.
• Attend operational meetings and communicate guest priorities effectively across departments.
• Provide operational support, including Reception and Duty Management responsibilities when required.
• Recruit, train, coach and develop the Guest Services team, fostering a high‑performing service culture.
• Ensure compliance with company policies, GDPR requirements, Health & Safety regulations and brand standards.
• Monitor luxury hospitality trends and competitor activity, making recommendations to strengthen The Lygon Arms’ guest offering and market position.

About You

• Has previous management experience within a luxury hotel, resort or high‑end hospitality environment.
• Demonstrates a genuine passion for delivering exceptional guest experiences.
• Is highly organised, proactive and solution‑focused.
• Has outstanding communication and relationship‑building skills.
• Is confident handling guest feedback and resolving concerns professionally.
• Is commercially aware and able to identify opportunities to enhance revenue and guest loyalty.
• Can work collaboratively across multiple departments in a fast‑paced environment.

If you are passionate about luxury hospitality and creating unforgettable guest experiences, we would love to hear from you.