Luxury Guest Experience Lead

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

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.