Luxury Guest Experience Lead

COREcruitment; England; On-site; GBP 23,000 - 38,000; Full time

Job summary

COREcruitment is sourcing a Guest Experience Manager for a luxury hotel in Hertfordshire. The role focuses on delivering highly personalised, seamless guest experiences from pre-arrival to departure, acting as an ambassador and coordinating with Front Office, F&B, Housekeeping and Events.

The successful candidate will build strong guest relationships, manage VIPs, and lead service standards across the property while coaching teams to maintain a guest-first culture.

Qualifications

• Experience in a luxury hotel or high-end hospitality environment.
• Deliver exceptional, personalised service.
• Comfortable dealing with VIP and high-profile guests.
• Strong communication and relationship-building skills.
• Organised with attention to detail.
• Calm under pressure and proactive.
• Lead by example and motivate teams.

Responsibilities

• Overseeing the guest journey and ensuring consistently high service standards.
• Building strong relationships with guests and creating personalised experiences.
• Managing VIPs, repeat guests and special occasions.
• Proactively handling guest feedback and resolving issues with professionalism.
• Collaborating with Front Office, F&B, Housekeeping and Events for seamless experiences.
• Coaching and supporting teams to foster a guest-first culture.
• Monitoring guest feedback and identifying improvement opportunities.
• Supporting delivery of hotel events and experiences.
• Ensuring guest preferences are communicated across the operation.

Skills

Guest experience

Hospitality

Customer service

VIP guests

Team leadership

Job description

COREcruitment is sourcing a Guest Experience Manager for a luxury hotel in Hertfordshire. The role focuses on delivering highly personalised, seamless guest experiences from pre-arrival to departure, acting as an ambassador and coordinating with Front Office, F&B, Housekeeping and Events.

The successful candidate will build strong guest relationships, manage VIPs, and lead service standards across the property while coaching teams to maintain a guest-first culture.