Guest Experience Manager

Hoar Cross Hall Ltd; Stafford; On-site; GBP 33,000 - 41,000; Full time

Benefits offered by this job

Free Spa Day

Staff meals provided

Leisure & spa facilities free

Employee discount

Pension scheme

Free parking

Refer-a-Friend

Induction and training

Job summary

Hoar Cross Hall Ltd in Staffordshire is seeking a Guest Experience Manager to lead the guest journey across the hotel and spa, ensuring warmth, personalisation and seamless service from arrival to departure.

You’ll oversee Duty Manager operations, coach guest-facing teams, collaborate with Front Office, Food & Beverage, Housekeeping, Spa and Events, and elevate VIP experiences while maintaining high standards.

Qualifications

• Supervisory or management experience in luxury hotel, spa or high-end hospitality.
• Experience in Guest Experience, Front Office or hotel operations.
• Passion for delivering exceptional and personalised guest service.
• Strong leadership and communication skills with cross-department collaboration.
• Experience supporting VIP and high-profile guests.
• Ability to handle complaints with tact and professionalism.
• Proactive, hands-on leadership and decision-making in busy ops.
• Comfort with MS Office and hotel reservation or PMS systems.
• Flexibility to work evenings, weekends and public holidays.
• Hospitality management qualification preferred but not essential.

Responsibilities

• Be a visible, warm, approachable presence across the property.
• Oversee the guest journey and improve experiences.
• Welcome VIPs and returning guests.
• Coordinate special occasions and memorable moments.
• Work with Front Office, F&B, Housekeeping, Spa, Events to ensure seamless guest experience.
• Manage Duty Manager shifts and uphold guest-ready standards.

Skills

Leadership

Guest service

Front Office

Hospitality operations

Communication

VIP guest handling

Education

Hospitality Management qualification

Tools

Microsoft Office

PMS systems

Job description

Guest Experience Manager

Hoar Cross Hall | Staffordshire

Are you passionate about creating exceptional guest experiences and making every visit feel genuinely special?

We’re looking for an experienced Guest Experience Manager to join the team at Hoar Cross Hall, taking a leading role in ensuring every guest enjoys a warm, personalised and seamless experience from the moment they arrive to the moment they leave.

As Guest Experience Manager, you’ll be at the heart of the guest journey. You’ll be highly visible across the property, building relationships with guests, anticipating their needs and working closely with teams across the hotel and spa to deliver consistently exceptional standards.

You’ll also oversee our Duty Manager operation, taking a proactive and forward-thinking approach to ensuring the property is always guest-ready and that the guest journey runs seamlessly.

What you'll be doing

• Being a visible, warm and approachable presence
  throughout the property, ensuring our guests feel genuinely welcomed and
  valued.
• Overseeing the guest journey and proactively
  identifying opportunities to make each experience exceptional.
• Taking ownership of guest feedback and complaints,
  resolving concerns professionally and delivering effective service
  recovery.
• Personally welcoming VIPs, returning guests and
  guests who may require additional support or attention.
• Coordinating special occasions, individual requests
  and memorable ‘wow’ moments.
• Working closely with Housekeeping to ensure VIP
  rooms are prepared and presented to the highest standard.
• Maintaining a professional presence across
  restaurants, bars and guest areas, particularly during peak service
  periods.
• Overseeing and undertaking Duty Manager shifts,
  supporting the smooth day-to-day operation of the property.
• Regularly checking guest areas to ensure they are
  beautifully presented and guest-ready.
• Working collaboratively with Front Office, Food
  & Beverage, Housekeeping, Spa, Events and Maintenance to create a
  seamless guest experience.
• Supporting operational teams during busy periods
  when required.
• Coaching and supporting guest-facing teams to
  anticipate guest needs and consistently deliver outstanding service.
• Identifying trends in guest feedback and working
  with managers to continuously improve the guest experience.
• Leading by example and helping to create a warm,
  professional and guest-focused culture.
• Supporting a safe, secure and well-maintained
  environment for guests, colleagues and visitors, in line with our Health
  & Safety procedures.

Our Hiddenwell Values

Our values are at the heart of how we work and the experiences we create. As Guest Experience Manager, you’ll lead by example and bring our values to life every day:

Integrity – doing the right
thing, taking ownership and being open and honest with our guests and
colleagues.
Excellence – taking pride
in the details, continually looking for ways to improve and striving to create
exceptional experiences.
Teamwork – working
collaboratively across the whole property, supporting one another and
recognising that the best guest experiences are created together.
Commitment – being
passionate about what we do, following through on our promises and going the
extra mile when it matters.
Respect – treating every
guest and colleague with warmth, consideration and professionalism, and valuing
the contribution everyone makes.

About you

You’ll be someone who genuinely enjoy being around people and takes pride in creating memorable experiences. Just as importantly, you’ll naturally reflect our Hiddenwell values of Integrity, Excellence, Teamwork, Commitment and Respect in the way you lead, communicate and care for our guests and colleagues.

Ideally, you’ll bring

• Have previous supervisory or management experience
  within a luxury hotel, spa or high-end hospitality environment
• Have experience within Guest Experience, Front Office or
  wider hotel operations
• Have a genuine passion for delivering exceptional and
  personalised guest service
• Have a warm, engaging and confident approach
• Have experience supporting VIP and high-profile guests
• Have confidence in handling complaints and resolving
  challenging situations with tact, diplomacy and professionalism
• Have exceptional leadership and communication skills, with
  the ability to build effective relationships across different departments
• Have excellent organisation and attention to detail
• Have a proactive, hands‑on approach and the confidence
  to make decisions in a busy operational environment
• Have a calm and professional approach when working under
  pressure
• Have a natural ability to coach, support and motivate
  others
• Have confidence using Microsoft Office and hotel
  reservation or property management systems
• Have the flexibility to work evenings, weekends and public holidays in line with the needs of the business
• Have a qualification in Hospitality
  Management, Hotel Management or a related subject would be advantageous, but it
  isn’t essential

Additional Information

• 45 hours per week
• Working 5 out of 7 days (inclusive of evenings, weekends
  and public holidays)
• £37,000 per annum

What We Offer

• Work in a picturesque, historic estate with a focus
  on luxury and high standards in hospitality
• Complimentary Spa Day on work anniversaries at any
  of our company spas
• Free meal provided daily through our staff canteen
• Complimentary use of leisure and spa facilities
• Access to the Employee Assistance Program
• 30% discount on overnight stays and spa days
• Discounts on food, drink and retail across our
  venues
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• Excellent Induction and training programme
• Perkbox Online benefits and discounts
• On-line Doctor support (appointments/prescriptions)
• A fun, supportive and inclusive work environment
  with loads of development opportunities

Why Hiddenwell?

At Hiddenwell, we believe the best
guest experiences are created by people who genuinely care. We want our
colleagues to feel empowered to make a difference, supported to be at their
best and proud of the experiences we create together.

This is an opportunity to play a
key role in the guest experience at Hoar Cross Hall, working across the
property, collaborating with a wide range of teams and having the freedom to
make a genuine difference.

If you’re an experienced
hospitality professional who notices the details, loves being present on the
floor and believes exceptional service comes from making every guest feel
individually valued, we’d love to hear from you.