Guest Experience Manager

McArthurGlen Designer Outlets; Kettering; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading retail group in the UK is seeking a Guest Experience Manager to lead the guest services team and ensure exceptional service. The role involves managing operations, developing strategies, and identifying revenue opportunities. The ideal candidate has a strong background in hospitality, with proven success in guest-focused environments. Join a dynamic team focused on creating memorable experiences and driving service excellence.

Benefits

Competitive salary & performance bonus

Wellbeing allowance

Paid volunteering days

Exclusive discounts

International exposure

Learning & development opportunities

Values-based culture

Positive work environment

Qualifications

• Proven track record of successful guest-focused operations.
• Considerable experience managing a guest-focused team.
• Experienced Manager in hospitality sector.

Responsibilities

• Lead the guest services team to ensure excellence.
• Shape strategy and manage day-to-day operations.
• Identify new revenue opportunities for the centre.

Skills

Excellent guest service

Leadership in guest-focused operations

Strong communication skills

Ability to analyze performance

Language skills

Job description

Guest Experience Manager – United Kingdom, East Midlands

As Guest Experience Manager at East Midlands Designer Outlet, you'll be the driving force behind creating memorable moments for every guest. You'll lead the guest services team, champion service excellence across the centre, and continuously elevate the experience from arrival to departure. From shaping strategy and managing day-to-day operations to training teams and analysing performance, you'll ensure every interaction reflects our commitment to hospitality, innovation, and care. You'll also play a key role in identifying new revenue opportunities and enhancing commercial services, all while fostering a culture of warmth, professionalism.

Benefits

• Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 20%
• Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing
• Volunteering Days: Benefit from 2 paid volunteering days per year
• Exclusive Discounts: Access special discounts at our Designer Outlets
• International Exposure: Work with colleagues across eight countries within a global organization
• Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities
• Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference
• Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.

What You'll Be Doing

• Lead the guest services team and champion service excellence across the centre.
• Shape strategy and manage day-to-day operations, training teams, and analysing performance.
• Ensure every interaction reflects our commitment to hospitality, innovation, and care.
• Identify new revenue opportunities and enhance commercial services.
• Foster a culture of warmth, professionalism, and customer focus.
• Support continuous improvement of guest experience processes.

Required Skills & Experience

• Passionate about delivering excellent guest service.
• Proven track record of running successful guest-focused operations that nurture and grow business and guest satisfaction.
• Considerable experience managing a guest-focused team in a luxury hotel, events space, or other guest-facing environment.
• Excellent communication skills at all levels.
• Language skills an advantage.
• Ability to produce reports and forecast activity.
• Experienced Manager in hospitality sector: hotels, airlines or similar in a fast-paced role and organisation.

Our Mission & Purpose

Our Mission: To create the finest retail experiences.
Our Purpose: Making the extraordinary possible.

McArthurGlen Group, Europe's leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 23 designer outlets in 8 countries.

We are an inclusive employer and support flexible working wherever possible. 95% of colleagues believe we treat each other with dignity and respect regardless of their personal identities. Even if you are not sure you fit all the requirements for a particular role, we'd still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future.

We commit to replying to all applications. Feel free to get in touch if you'd like an update. You will have a main point of contact within our Talent team. We're a collaborative business: it's important for you to meet as many people as you can during the recruitment process. We're also aware that your time is precious, so aim to keep to a two-stage process wherever we can. Part of something extraordinary — at McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way.