Guest Experience Manager

Cofton Holidays; Starcross; On-site; GBP 31,000 - 37,000; Full time

Job summary

A family-owned holiday park in Starcross is seeking a dedicated Guest Experience Manager to ensure an exceptional 5-star service for guests. The role involves managing the entire guest journey, handling feedback, and collaborating with various departments. The ideal candidate should possess hospitality experience and strong communication skills. Benefits include onsite discounts, gym access, and various development opportunities. The role requires working 45 hours a week, including weekends.

Benefits

Free gym access

Onsite discounts

Medical plan after probation

Workplace Pension Plan

Ongoing professional development

24/7 mental health support

Team social events

Free onsite parking

Qualifications

• Experience in hospitality, guest relations, or customer service leadership is required.
• Excellent communication capabilities with strong empathy.
• Confident in analyzing data and proposing improvements.

Responsibilities

• Deliver a seamless end-to-end guest experience guided by service standards.
• Manage and investigate guest feedback using ReviewPro.
• Support the organization of events and seasonal activities.

Skills

Hospitality experience

Communication skills

Problem-solving skills

Organizational skills

Data analysis

Proactive approach

Job description

Guest Experience Manager

Cofton Holidays is a family-owned, award-winning holiday park set in the stunning South Devon countryside. We’re passionate about creating memorable moments for our guests, and we’re looking for a dedicated Guest Experience Manager to help us deliver an exceptional 5-star experience from the moment guests’ book to the moment they head home.

About The Role

As Guest Experience Manager, you will take ownership of the full guest journey, ensuring every visitor receives warm, genuine and consistent service. You’ll be the key point of contact for guest feedback, proactively resolving issues, identifying improvements, and working collaboratively across departments to uphold Cofton’s high standards. You will also play a leading role in shaping our Guest Experience strategy—using data, trends and insights to influence service delivery, improve communications, and strengthen guest loyalty.

Key Responsibilities

• Deliver a seamless end-to-end guest experience, guided by clear service standards
• Build strong relationships with guests, private owners and seasonal pitch holders
• Manage and investigate guest feedback using ReviewPro and other systems
• Analyse trends in GRI and NPS scores, producing clear weekly reports for management
• Support the organisation of events, rallies, owner gatherings and seasonal guest activities
• Review and enhance guest-facing processes, ensuring they support a 5-star experience
• Assist with the booking system (RMS), guest enquiries and rebooking opportunities
• Work closely with Marketing to improve guest communications and data capture
• Provide front desk and phone support during busy periods, including assisting with the leadership of the team on arrival days
• Collaborate with all departments to ensure consistent service across the entire park
• Contribute to training and development focused on service excellence

About You

• Experienced in hospitality, guest relations or customer service leadership
• An excellent communicator with strong empathy and problem-solving skills
• Confident analysing data, spotting trends and proposing improvements
• Highly organised, proactive and able to handle a fast-paced environment
• Passionate about delivering exceptional guest experiences
• Comfortable working collaboratively across multiple teams and departments

Why Join Cofton Holidays?

• Be part of a supportive, family-owned business
• Work in a beautiful coastal location
• Play a key role in delivering outstanding guest experiences
• Opportunity to make a real impact and contribute ideas to improve the business

What You’ll Get

• Free access to our onsite gym and swimming pool
• Onsite discounts – enjoy savings across food and beverage outlets, retail, and family holiday accommodation
• External discount scheme through Salary Extras – including lifestyle and high street brands
• Medical plan (after probation period)
• Workplace Pension Plan
• Recognition and reward platforms
• Ongoing professional development and training opportunities
• Employee Assistance Programme (EAP) – 24/7 mental health and wellbeing support
• Team social events
• Free onsite parking

The working hours for this role are 45 per week, 5 days out of 7 which will include a weekend day.

Closing Date: 31/01/2026
Location: Guest Relations
Department: Guest Relations
Job Title: Guest Experience Manager
Salary: Up to £36'480 PA
Experience: Experience working in the leisure industry preferred
City: Starcross, Exeter
Country: United Kingdom