Guest Experience Manager

McArthurGlen Designer Outlets; Melton Mowbray; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading designer outlet management company in the UK is seeking a Guest Experience Manager to lead the guest services team at East Midlands Designer Outlet. The ideal candidate will have considerable experience in managing guest-focused operations, particularly within a luxury environment. Responsibilities include enhancing service excellence, identifying revenue opportunities, and fostering a positive team culture. This role offers a competitive salary and benefits including performance bonuses and wellbeing support.

Benefits

Competitive salary and performance bonus

Wellbeing allowance

Paid volunteering days

Exclusive discounts at Designer Outlets

International exposure

LinkedIn Learning access

Qualifications

• Proven track record in managing guest-focused operations.
• Experience in luxury hotel, events, or similar environments.
• Able to lead and nurture a guest services team.

Responsibilities

• Lead the guest services team and champion service excellence.
• Manage day-to-day operations and strategy for guest experience.
• Identify new revenue opportunities and enhance commercial services.

Skills

Excellent guest service

Team management

Effective communication

Report production and forecasting

Language skills

Job description

United Kingdom, East Midlands

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.

What you’ll be doing… 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, and continuous improvement.

Why McArthurGlen?
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.

To be successful you’ll bring…
Passionate about delivering excellent guest service
Able to put guests at the heart of everything we do
Able to show a proven track record of running successful guest focused operations that nurture and grow the business and level of guest satisfaction
Considerable experience of managing a guest focused team in a luxury hotel, events space or other guest facing environment
Able to communicate effectively at all levels
Language skills an advantage
Able to produce reports and forecast activity
Experienced Manager in hospitality sector: hotels, airlines or similar in a fast-paced role and organisation

What to expect…

• 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.

• We’re part of something extraordinary… At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. 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.