Luxury Guest Experience Leader

Iconic Hotels & Resorts; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Meals on duty

Annual service charge

Healthcare cashback after probation

25% discount on F&B

Spa discount on treatments and product

Refer a friend incentive

Team social events

Job summary

The Lygon Arms, a luxury hotel in Broadway, is seeking a Guest Experience Manager to oversee the guest journey from booking to post-stay follow-up and create personalised, memorable experiences. You will work with Reception, Housekeeping, Spa, F&B and Maintenance to uphold luxury standards and drive loyalty daily.

This hands-on role focuses on guest engagement, feedback, team leadership and operational support, ensuring exceptional service and a high-performing culture in a vibrant hospitality

Qualifications

• Experience in managing guest experience in a luxury hotel or resort.
• Proven ability to lead a team to deliver exceptional service.
• Strong communication and relationship-building skills.

Responsibilities

• Lead and oversee the guest journey from reservation through to post-stay follow-up.
• Manage pre-arrival communications and coordinate guest requirements and special requests.
• Create bespoke experiences for VIP guests and returning visitors.
• Lead the guest feedback and reputation management programmes across channels.
• Take ownership of service recovery and resolve guest concerns professionally.
• Develop and implement guest experience initiatives to enhance satisfaction and loyalty.
• Attend operational meetings and communicate priorities across departments.
• Provide operational support including Reception and Duty Management when needed.
• Recruit, train and develop the Guest Services team to maintain a high-performing culture.
• Ensure compliance with policies, GDPR, Health & Safety and brand standards.
• Monitor luxury hospitality trends and advise on improvements.

Skills

Guest experience management

Luxury hospitality

Team leadership

Guest feedback handling

Cross-department collaboration

Job description

The Lygon Arms, a luxury hotel in Broadway, is seeking a Guest Experience Manager to oversee the guest journey from booking to post-stay follow-up and create personalised, memorable experiences. You will work with Reception, Housekeeping, Spa, F&B and Maintenance to uphold luxury standards and drive loyalty daily.

This hands-on role focuses on guest engagement, feedback, team leadership and operational support, ensuring exceptional service and a high-performing culture in a vibrant hospitality