Luxury Guest Experience Lead

Ruth Wagstaff Recruitment Ltd; England; On-site; GBP 23,000 - 38,000; Full time

Job summary

Ruth Wagstaff Recruitment Ltd is seeking a Guest Experience Manager for a luxury hotel in Hertfordshire. The role focuses on delivering highly personalised guest journeys from pre-arrival to departure, acting as an ambassador across departments to sustain exceptional service.

The ideal candidate will have luxury hospitality experience, be warm and confident with guests, and lead by example to maintain high standards and memorable experiences.

Qualifications

• Experience in a luxury hotel or high-end hospitality.
• Ability to deliver personalised service.
• Warm, engaging and confident with guests.
• Highly organised with excellent attention to detail.
• Comfortable dealing with VIP and high-profile guests.
• Strong communicator across all levels.
• Proactive, calm under pressure.
• Natural team player with leadership by example.

Responsibilities

• Overseeing the guest journey and maintaining 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 discreetly.
• Collaborating with Front Office, F&B, Housekeeping and Events to ensure seamless service.
• Coaching and supporting teams to embed a guest-first culture.
• Monitoring feedback and identifying opportunities to improve service.
• Supporting hotel events and special experiences.
• Ensuring guest preferences are captured and communicated across operations.

Skills

Guest experience

VIP guest handling

Leadership

Communication

Guest relations

Team coaching

Job description

Ruth Wagstaff Recruitment Ltd is seeking a Guest Experience Manager for a luxury hotel in Hertfordshire. The role focuses on delivering highly personalised guest journeys from pre-arrival to departure, acting as an ambassador across departments to sustain exceptional service.

The ideal candidate will have luxury hospitality experience, be warm and confident with guests, and lead by example to maintain high standards and memorable experiences.