Senior Luxury Guest Experience Manager

Iconic Hotels & Resorts; Broadway; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Salary £35k

Service charge £4,500

Meals on duty

Healthcare cashback

Training & development

F&B discount

Spa discount

Refer a friend incentive

Team events

Job summary

The Lygon Arms is a historic hotel in the heart of Broadway, offering 86 bedrooms, beautiful gardens and a warm, welcoming atmosphere for guests and team members alike.

As Guest Experience Manager, you will oversee the guest journey from booking to post-stay follow-up, delivering personalised and memorable experiences that encourage loyalty and repeat visits. This hands-on role involves leadership, feedback management and collaboration across departments to uphold luxury standards.

Qualifications

• Experience managing luxury hotel guest services.
• Strong communication and relationship-building skills.
• Commercial awareness with revenue opportunities.
• Ability to lead and develop a team.

Responsibilities

• Lead the guest journey from reservation through post-stay follow-up.
• Oversee guest engagement, feedback management and service recovery.
• Collaborate with Reception, Housekeeping, Spa, F&B and Maintenance to uphold luxury standards.
• Recruit, train and develop the Guest Services team to deliver a high-performing service culture.
• Ensure GDPR, Health & Safety and brand standards compliance.
• Provide operational support including Reception and Duty Management when required.

Skills

Guest experience management

Team leadership

Hospitality industry experience

Customer service

Job description

The Lygon Arms is a historic hotel in the heart of Broadway, offering 86 bedrooms, beautiful gardens and a warm, welcoming atmosphere for guests and team members alike.

As Guest Experience Manager, you will oversee the guest journey from booking to post-stay follow-up, delivering personalised and memorable experiences that encourage loyalty and repeat visits. This hands-on role involves leadership, feedback management and collaboration across departments to uphold luxury standards.