Guest Experience Manager

Iconic Hotels & Resorts; United Kingdom; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Meals on duty

Annual service charge

Healthcare cashback after probation

25% discount on F&B

Spa discount on treatments and product

Refer a friend incentive

Team social events

Job summary

The Lygon Arms, a luxury hotel in Broadway, is seeking a Guest Experience Manager to oversee the guest journey from booking to post-stay follow-up and create personalised, memorable experiences. You will work with Reception, Housekeeping, Spa, F&B and Maintenance to uphold luxury standards and drive loyalty daily.

This hands-on role focuses on guest engagement, feedback, team leadership and operational support, ensuring exceptional service and a high-performing culture in a vibrant hospitality

Qualifications

• Experience in managing guest experience in a luxury hotel or resort.
• Proven ability to lead a team to deliver exceptional service.
• Strong communication and relationship-building skills.

Responsibilities

• Lead and oversee the guest journey from reservation through to post-stay follow-up.
• Manage pre-arrival communications and coordinate guest requirements and special requests.
• Create bespoke experiences for VIP guests and returning visitors.
• Lead the guest feedback and reputation management programmes across channels.
• Take ownership of service recovery and resolve guest concerns professionally.
• Develop and implement guest experience initiatives to enhance satisfaction and loyalty.
• Attend operational meetings and communicate priorities across departments.
• Provide operational support including Reception and Duty Management when needed.
• Recruit, train and develop the Guest Services team to maintain a high-performing culture.
• Ensure compliance with policies, GDPR, Health & Safety and brand standards.
• Monitor luxury hospitality trends and advise on improvements.

Skills

Guest experience management

Luxury hospitality

Team leadership

Guest feedback handling

Cross-department collaboration

Job description

The Lygon Arms is a historic hotel in the heart of Broadway, offering 86 bedrooms, beautiful gardens and a warm, welcoming atmosphere for guests and team members alike.

What we offer our Guest Experience Manager

• £35,000 salary per annum
• Annual service charge circa £4.5k (non-contractual)
• Starting beginning of October
• Meals included on duty
• Employee recognition awards
• Cashback healthcare cover after probation
• Continued career development with recognised training providers
• 25% discount on all food and beverage
• Discount on spa treatment and products
• Refer a friend incentive
• Team social events, seasonal gifts and much more…

About the Role

As Guest Experience Manager, you will be responsible for ensuring every guest receives exceptional service throughout their stay. Working closely with all hotel departments, you will oversee the guest journey from booking to post-stay follow-up, creating personalised and memorable experiences that encourage loyalty and repeat visits.

This is a hands‑on management role involving guest engagement, feedback management, team leadership and operational support. You will work alongside Reception, Housekeeping, Spa, Food & Beverage and Maintenance teams to maintain the highest standards of luxury hospitality and deliver outstanding guest experiences every day.

Key Responsibilities

• Lead and oversee the guest journey from reservation through to post‑stay follow‑up.
• Manage pre‑arrival communications and coordinate guest requirements, preferences and special requests.
• Create bespoke experiences for VIP guests, returning visitors, special occasions, media visits and key travel partners.
• Lead the hotel’s guest feedback and reputation management programme, monitoring satisfaction scores, online reviews and feedback channels.
• Take ownership of service recovery, ensuring guest concerns are resolved professionally, empathetically and efficiently.
• Develop and implement guest experience initiatives, amenities and touchpoints that enhance satisfaction and loyalty.
• Attend operational meetings and communicate guest priorities effectively across departments.
• Provide operational support, including Reception and Duty Management responsibilities when required.
• Recruit, train, coach and develop the Guest Services team, fostering a high‑performing service culture.
• Ensure compliance with company policies, GDPR requirements, Health & Safety regulations and brand standards.
• Monitor luxury hospitality trends and competitor activity, making recommendations to strengthen The Lygon Arms’ guest offering and market position.

About You

• Has previous management experience within a luxury hotel, resort or high‑end hospitality environment.
• Demonstrates a genuine passion for delivering exceptional guest experiences.
• Is highly organised, proactive and solution‑focused.
• Has outstanding communication and relationship‑building skills.
• Is confident handling guest feedback and resolving concerns professionally.
• Is commercially aware and able to identify opportunities to enhance revenue and guest loyalty.
• Can work collaboratively across multiple departments in a fast‑paced environment.

If you are passionate about luxury hospitality and creating unforgettable guest experiences, we would love to hear from you.