Luxury Guest Experience Manager

Hoar Cross Hall Ltd

Stafford

On-site

GBP 33,000 - 41,000

Full time

2 days ago

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Benefits offered by this job

Free Spa Day

Staff meals provided

Leisure & spa facilities free

Employee discount

Pension scheme

Free parking

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Induction and training

Job summary

Hoar Cross Hall Ltd in Staffordshire is seeking a Guest Experience Manager to lead the guest journey across the hotel and spa, ensuring warmth, personalisation and seamless service from arrival to departure.

You’ll oversee Duty Manager operations, coach guest-facing teams, collaborate with Front Office, Food & Beverage, Housekeeping, Spa and Events, and elevate VIP experiences while maintaining high standards.

Qualifications

Supervisory or management experience in luxury hotel, spa or high-end hospitality.
Experience in Guest Experience, Front Office or hotel operations.
Passion for delivering exceptional and personalised guest service.
Strong leadership and communication skills with cross-department collaboration.
Experience supporting VIP and high-profile guests.
Ability to handle complaints with tact and professionalism.
Proactive, hands-on leadership and decision-making in busy ops.
Comfort with MS Office and hotel reservation or PMS systems.
Flexibility to work evenings, weekends and public holidays.
Hospitality management qualification preferred but not essential.

Responsibilities

Be a visible, warm, approachable presence across the property.
Oversee the guest journey and improve experiences.
Welcome VIPs and returning guests.
Coordinate special occasions and memorable moments.
Work with Front Office, F&B, Housekeeping, Spa, Events to ensure seamless guest experience.
Manage Duty Manager shifts and uphold guest-ready standards.