Hospitality and Guest Experience Manager – The Patterdale Estate

Hospitality and Guest Experience Manager

The Patterdale Estate is seeking a dynamic and commercially driven General Manager to lead the team. With a focus on strategy, efficiency and operational management. The role requires a strategic thinker who can also use a hands-on approach. Driving revenue, enhancing efficiencies and promoting the business. The Patterdale Estate has a diverse blend of heritage, natural beauty and friendly customer service. The successful candidate will be responsible for shaping and implementing business strategies, ensuring the Estate’s long-term success whilst maintaining the high standards and reputation of a 65-year-old business.

We are seeking an energetic and efficient Hospitality & Guest Services Manager to join our small but resourceful team at Patterdale Estate. This role will support our Head of Operations in delivering great customer service in a unique setting.

JOB TITLE: Hospitality and Guest Experience Manager

LOCATION: Glendridding, Lake District, CA11 0PJ

CONTRACT & HOURS: Permanent, Full Time, 37.5 Hours per Week

SALARY: £27,859 per annum

CLOSING DATE: Friday 9th May 2025

INTERVIEW DATES: Please apply without delay, as we will be interviewing as we go.

Download Application Pack

Overview of Duties

As our Hospitality & Guest Experience Manager, you will be the driving force behind the smooth operation and outstanding reputation of our Patterdale Estate. You will be responsible for overseeing all aspects of our self-catering accommodations and caravan site, ensuring every guest enjoys a memorable and high-quality stay. This is a highly operational role requiring a visible and accessible on-site presence to lead the team, address guest needs, and ensure seamless daily operations.

You will play a key role in maintaining our high standards, managing contractors, ensuring compliance with YMCA North Tyneside policies, and contributing to the strategic growth of our Patterdale offering. Working collaboratively with central services and local stakeholders, you will help us enhance our reach and deliver on our mission and vision.

What Are We Looking For

• Proven experience in a hospitality management role, ideally within self-catering accommodations, caravan sites, or similar environments.
• A demonstrable passion for delivering exceptional customer service and creating positive guest experiences.
• Strong operational management skills with excellent organisational, planning, and problem-solving abilities.
• Experience in managing external contractors and ensuring high standards of work.
• A good understanding of health and safety regulations and compliance requirements within a hospitality setting.
• Effective leadership and interpersonal skills with the ability to motivate and guide a team.
• Excellent communication and stakeholder management skills, with the ability to build strong relationships.
• A proactive and solution-oriented approach with a commitment to continuous improvement.
• Financial awareness and the ability to manage budgets effectively.
• Proficiency in relevant IT systems and software.
• A genuine commitment to the values and ethos of YMCA North Tyneside.
  
  

Key Responsibilities

Guest Experience Management

• Actively manage and oversee all aspects of the guest experience, ensuring a seamless and high-quality service from booking to check-out
• Address guest feedback promptly and implement strategies for continuous improvement, aiming to enhance satisfaction and drive repeat bookings
• Plan and organise events to promote the Estate, including corporate gatherings.
• Maintain a visible and accessible on-site presence to support guests and staff while ensuring operational efficiency
  
  

Property & Operations Management

• Supervise housekeeping, maintenance and external contractors to uphold high standards of cleanliness, safety, and presentation
• Conduct regular property inspections, ensuring compliance with health and safety regulations and standards
• Manage cyclical, planned and reactive maintenance tasks, ensuring properties are in optimal condition
• Oversee laundry, linen services, garden upkeep, and car park maintenance.
• Implement opening and closing procedures to streamline operations.
  
  

Financial & Revenue Management

• Manage spending in line with budget
• Monitor occupancy levels, analyse KPI reports, and contribute to strategies aimed at increasing revenue, including corporate stays and off-peak periods
• Plan and coordinate events, including open days, retreats, and special occasions.
  
  

Team Leadership & Development

• Work with HR to recruit, train, and develop staff, fostering a culture of continuous improvement and high performance
• Oversee staff induction, training, and appraisals to maintain high performance.
• Ensure compliance with company policies and address staff-related issues (attendance, disciplinary matters).
  
  

Marketing & Community Engagement

• Promote the Estate via social media and email marketing.
• Build strategic partnerships with local businesses, stakeholders, and corporate groups.
• Liaise with Patterdale colleagues and volunteers to support operational goals.
• Provide regular reports to the Patterdale Manager on guest feedback, property concerns, and operational performance.
  
  

To Apply: Visit this link below for our online application form

http://bit.ly/YMCAonlineapp

Closing date: please apply online by Monday 9th May 2025

Interviews: If interested, please apply without delay as we will be interviewing as we go.

Safeguarding

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect all staff and volunteers to share this commitment.

We strive to create a safe and supportive environment where everyone feels protected from harm. We have robust procedures in place to prevent and address any concerns about abuse or neglect. All staff and volunteers have a responsibility to report any concerns about the safety or welfare of children, young people, or vulnerable adults. We have clear reporting procedures and we will take all concerns seriously.

As part of our commitment to safer recruitment, all roles that involve working with children, young people or vulnerable adults will require a Disclosure and Barring Service (DBS) check at the appropriate level including checks against the relevant Barred Lists. We are committed to thorough background checks to help ensure that those whom we employ are suitable to work with these groups.

Equal Opportunities

YMCA North Tyneside is committed to eliminating discrimination and encouraging diversity amongst the workforce. We aim to be an equal opportunities employer and we are determined to ensure no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. Flexible work is supported, and applications from people with disabilities are encouraged. We strive to create local employment opportunities for all