Luxury Guest Experience Leader

Hiddenwell; England; On-site; GBP 32,000 - 43,000; Full time

Benefits offered by this job

Spa day on work anniversaries

Free staff meal

Leisure and spa facilities access

Pension scheme

Free parking

Discounts on stays and dining

Employee assistance program

Perkbox discounts

Online doctor support

Induction and training

Job summary

Hoar Cross Hall in Staffordshire is seeking an experienced Guest Experience Manager to lead the guest journey and ensure every visit feels warm, personalised and seamless. You will be highly visible across the property and collaborate with the hotel, spa and food & beverage teams.

You’ll oversee Duty Manager shifts, coach guest-facing teams and drive service excellence while maintaining brand values and a safe, well-maintained environment.

Qualifications

• Supervisory or management experience in a luxury hotel or spa.
• Experience in Guest Experience, Front Office or hotel operations.
• Passion for delivering personalised guest service.
• Ability to handle VIP/high-profile guests with tact and diplomacy.

Responsibilities

• Be a visible, warm presence across the property and ensure guests feel welcomed.
• Oversee the guest journey and identify opportunities to enhance experiences.
• Own guest feedback and resolve complaints with professional service recovery.
• Welcome VIPs and guests needing extra support.
• Coordinate special occasions and memorable moments.
• Collaborate with Housekeeping, Front Office, F&B, Spa, Events and Maintenance for a seamless guest experience.

Skills

Supervisory experience

Guest Experience

VIP handling

Leadership

Communication

Organisation

Microsoft Office

PMS systems

Education

Hospitality Management qualification

Tools

PMS systems

Microsoft Office

Job description

Hoar Cross Hall in Staffordshire is seeking an experienced Guest Experience Manager to lead the guest journey and ensure every visit feels warm, personalised and seamless. You will be highly visible across the property and collaborate with the hotel, spa and food & beverage teams.

You’ll oversee Duty Manager shifts, coach guest-facing teams and drive service excellence while maintaining brand values and a safe, well-maintained environment.