Guest Experience Manager

Prada; City of Westminster; On-site; GBP 41,000 - 53,000; Full time

Job summary

A luxury estate in Surrey is seeking a Guest Experience Manager to elevate the guest journey. The role requires leading front-of-house teams, managing VIP experiences, and ensuring exceptional service at every guest touchpoint. Successful candidates will have experience in luxury hospitality, strong leadership skills, and a passion for high-touch service. This position offers an exciting opportunity to enhance brand standards and deliver unforgettable experiences.

Qualifications

• Experience in a guest experience or rooms leadership role in a luxury hotel or resort.
• Forbes or LQA experience is essential.
• Natural people leader passionate about high-touch guest service.
• Ability to thrive in a fast-paced luxury environment.

Responsibilities

• Lead and inspire guest-facing teams to deliver exceptional service.
• Manage all VIP and VVIP guest experiences.
• Monitor guest feedback and drive continuous improvement.
• Collaborate with other teams for seamless operations.

Skills

Leadership skills

Communication skills

Problem-solving skills

Organisational skills

Emotional intelligence

Job description

Guest Experience Manager – Luxury Estate, Surrey

Salary: £41,500 - £53,000

Location: Surrey

We are seeking an exceptional Guest Experience Manager to join a luxury estate in Surrey. This is an exciting opportunity for a service‑driven hospitality professional to elevate the guest journey across every touchpoint and ensure our resort continues to deliver unforgettable, personalised experiences.

As Guest Experience Manager, you will lead our front‑of‑house, concierge, and guest relations teams, ensuring warm, intuitive, and seamless service at every stage of the guest journey. With a strong eye for detail and a passion for luxury hospitality, you will champion service excellence, enhance brand standards, and deliver memorable moments for every guest.

• Lead, coach and inspire guest‑facing teams to deliver consistently exceptional service.
• Oversee the full guest journey, from pre‑arrival communication to post‑stay follow‑up.
• Manage all VIP and VVIP stays, ensuring tailored and personalised experiences.
• Monitor guest feedback, analyse trends, and drive continuous improvement.
• Collaborate closely with F&B, Spa, Rooms Division, and Events teams to ensure seamless operations.
• Support the implementation of guest experience initiatives and new service programs.
• Maintain a strong presence on the floor, engaging guests and mentoring your team.

• Experience in a guest experience, front‑of‑house, or rooms leadership role in a luxury hotel or resort.
• Forbes or LQA (Leading Quality Assurance) experience is essential.
• A natural people leader with excellent communication and emotional intelligence.
• Passionate about personalised, high‑touch guest service.
• Well‑organised, proactive, and able to thrive in a fast‑paced luxury environment.
• Strong problem‑solving skills with the ability to remain calm and professional under pressure.

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