Guest Experience Manager

Quest Employment; Watford; On-site; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Access to world-class on-site spa, gym

Shuttle bus from Watford town centre

Staff meals during shifts

Resort discounts for you and family

Family-owned working environment

Job summary

Quest Employment is seeking a Guest Experience Manager for a premier 5-star luxury resort near Watford. In this role, you will lead the Guest Experience Team, acting as a resort ambassador and hands-on host to ensure every stay reflects luxury standards.

You will design VIP experiences, mentor staff, and collaborate with Front Office, Marketing, and Sales to enhance loyalty and guest satisfaction. A high-touch, detail-driven leader is essential.

Qualifications

• Experience supervising or managing Front Office in a 5-star or luxury hospitality environment.
• Strong interpersonal, problem-solving and conflict-resolution skills with VIP handling and service recovery.
• Mindset as an approachable, detail-driven leader who inspires teams in a fast-paced operation.
• Experience with Front Office systems (Opera PMS or equivalent) is desirable.

Responsibilities

• Guest Journey: create bespoke experiences for VIPs and families; handle special requests and drive high-touch service recovery.
• Leadership & People: coach and schedule the Guest Experience Team; provide luxury service training; act as Duty Manager when needed.
• Operations & Loyalty: align with Front Office, Marketing, and Sales; monitor guest feedback to refine operations and drive repeat business.

Skills

Interpersonal skills

Problem-solving

Conflict resolution

VIP handling

Service recovery

Leadership

Tools

Opera PMS

Job description

Location: Watford

Salary: £45,000 – £50,000 per annum

Position: Full-Time

Are you an inspiring leader with a passion for delivering world-class hospitality? We are seeking an experienced Guest Experience Manager to join our team at a premier 5-star luxury resort set in 300 acres of countryside near Watford.

In this highly visible role, you will lead our Guest Experience team, serving as a resort ambassador, mentor, and hands-on host. You will oversee every stage of the guest journey—anticipating needs, creating tailored "wow moments" for VIPs, and ensuring every stay reflects true luxury standards.

Key Responsibilities

• Guest Journey: Create bespoke experiences for VIPs, families, and long-stay guests; oversee special requests (anniversaries, proposals, birthdays) and drive high-touch service recovery.

• Leadership & People: Manage, coach, and schedule the Guest Experience Team; conduct luxury service training; foster a high-performance culture and act as Duty Manager when required.

• Operations & Loyalty: Collaborate with Front Office, Marketing, and Sales to align brand promises; monitor guest feedback to continuously refine resort operations and drive repeat business.

What We Are Looking For

• Experience: Proven supervisory or managerial experience within Front Office in a 5-star or luxury hospitality environment.

• Skills: Exceptional interpersonal, problem-solving, and conflict-resolution skills with a strong track record in VIP handling and service recovery.

• Mindset: An approachable, detail-driven leader who inspires teams and thrives in a fast-paced operational setting.

• Technical: Experience with Front Office systems (Opera PMS or equivalent) is highly desirable.

Perks & Benefits

• Access to world-class on-site facilities (award-winning spa, championship golf course, and health club/gym)

• Subsidised shuttle bus service directly from Watford town centre

• Complimentary meals in the staff canteen during shifts

• Generous discounts on stays, dining, and resort experiences for you, your family, and friends

• A supportive, family-owned working environment that recognizes you as an individual