Luxury Hotel Manager: Lead Guest Experience

The Nici; Pennington; Remote; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary plus service charge

Staff discounts across THE NICI Colel*

Career development opportunities

Meals on duty

Ongoing training and support

Job summary

The NICI Collection is seeking an experienced Hotel Manager to lead THE NICI New Forest, ensuring smooth daily operations, exceptional service and memorable guest experiences. You will provide visible leadership, coordinating front office, housekeeping, F&B, spa and other facilities to deliver a consistently high standard of guest care.

Working closely with the General Manager, you will drive commercial performance, monitor costs and develop teams, upholding THE NICI brand standards and creating

Qualifications

• Experienced Hotel Manager or similar in premium or luxury environment.
• Passionate about delivering exceptional hospitality and memorable guest experiences.
• A confident, visible and approachable leader who leads by example.
• Highly organised, with strong attention to detail and the ability to manage competing priorities.
• Commercially aware, with a good understanding of hotel operations, payroll and cost control.
• Proactive and solutions-focused, with the confidence to make decisions and resolve operational challenges.
• Flexible and hands-on, with a genuine understanding of the demands of hotel operations.

Responsibilities

• Support the General Manager in overseeing the daily operation of the hotel.
• Coordinate the activities of all departments, including Front Office, Housekeeping, Food & Beverage, Spa and other guest facilities.
• Maintain a visible presence throughout the hotel, ensuring teams are supported and operational standards are consistently met.
• Oversee daily briefings, handovers and operational meetings to ensure clear communication across departments.
• Identify operational issues and ensure they are resolved promptly and effectively.
• Ensure appropriate staffing, resources and processes are in place to support the smooth running of the property.
• Work closely with department heads to maintain efficient operations and deliver a consistent guest experience.
• Deputise for the General Manager when required.
• Ensure every guest receives a warm, professional and memorable experience.
• Maintain high standards of service throughout the guest journey, from arrival to departure.
• Take ownership of guest complaints and concerns, ensuring they are handled promptly, professionally and effectively.
• Monitor guest feedback and online reviews, identifying opportunities to improve service delivery.
• Build a strong guest-focused culture across all departments.
• Ensure THE NICI brand standards and personality are reflected in every guest interaction.
• Encourage teams to anticipate guest needs and deliver personalised service wherever possible.
• Support the General Manager in achieving hotel budgets and operational objectives.
• Monitor departmental performance, productivity, payroll and operating costs.
• Work with department heads to ensure staffing levels and resources are managed effectively.
• Identify opportunities to improve operational efficiency and maximise revenue across bedrooms, Food & Beverage, spa, events and other facilities.
• Review operational reports and performance indicators to identify trends and areas for improvement.
• Ensure commercial priorities are understood and supported by operational teams.
• Balance cost control and efficiency with the delivery of high-quality guest experiences.
• Lead, motivate and support department heads, supervisors and operational colleagues.
• Build a positive, inclusive and accountable working environment.
• Work closely with HR and the General Manager on recruitment, onboarding, employee relations, performance management and colleague development.
• Ensure managers and supervisors have the support and guidance needed to lead their teams effectively.
• Promote clear communication, teamwork and collaboration across the hotel.
• Identify development opportunities and support training, succession planning and internal progression.
• Recognise and celebrate colleague achievements, helping to build an engaged and motivated team.
• Ensure company values and the personality of THE NICI Collection are reflected in everyday behaviours.
• Ensure the hotel operates in accordance with company policies, procedures, legislation and relevant health and safety requirements.
• Carry out regular inspections of bedrooms, public areas, restaurants, bars, spa facilities and back-of-house areas.
• Maintain high standards of cleanliness, presentation, maintenance and service.
• Ensure maintenance issues are reported, prioritised and followed through to completion.
• Monitor mandatory training, risk assessments, safety checks and compliance requirements.
• Promote a safe and professional working environment for colleagues, guests and visitors.
• Ensure operational procedures are consistently followed and any issues are addressed appropriately.
• Work closely with the General Manager and department heads to ensure clear communication and effective coordination.
• Ensure teams understand daily priorities, service expectations and hotel objectives.
• Support the implementation of new initiatives, operational procedures and service improvements.
• Encourage feedback from colleagues and identify opportunities to improve the way the hotel operates.
• Support the planning and delivery of events, seasonal activity and periods of high occupancy.
• Ensure operational challenges are communicated appropriately and followed through to resolution.
• Contribute to building a strong reputation for THE NICI New Forest within the local hospitality market.

Job description

The NICI Collection is seeking an experienced Hotel Manager to lead THE NICI New Forest, ensuring smooth daily operations, exceptional service and memorable guest experiences. You will provide visible leadership, coordinating front office, housekeeping, F&B, spa and other facilities to deliver a consistently high standard of guest care.

Working closely with the General Manager, you will drive commercial performance, monitor costs and develop teams, upholding THE NICI brand standards and creating