Guest Experience Manager

Exclusive Hotels; Winchester (VA); On-site; USD 57,000 - 81,000; Full time

Benefits offered by this job

Competitive pay and service charge

Stay rates across Exclusive hotels; 50

50% discount on Food & Beverage

Free meals on duty

Gym access and parking on-site

Employee Assistance Programme and well

Exclusive perks via Hospitality Essent

Growth and internal movement within Ex

Job summary

Lainston House in Winchester, part of the Exclusive Collection, seeks a Guest Experience Manager to lead the Front of House team and ensure guests are welcomed and valued from arrival. This role sits at a historic 17th-century country house, offering exceptional hospitality, dining, and staff development opportunities.

You will drive guest satisfaction, manage daily front desk operations, and collaborate with teams across the property to deliver memorable experiences while upholding brand

Qualifications

• Front of House experience, ideally supervisory
• Warm, confident communicator with guest service focus
• Strong organizational ability and attention to detail
• Skilled in leading and motivating a team
• Comfortable using hotel systems and computers
• Professional appearance and flexible hours
• Proactive, solutions-focused and high standards

Responsibilities

• Lead and inspire the Front of House team to deliver exceptional guest experiences.
• Oversee daily operations including arrivals, departures and Duty Manager duties.
• Engage with guests throughout their stay and resolve issues professionally.
• Support training and supervision of the Guest Service team.
• Maintain accurate billing, profiling and front desk procedures.
• Maximise revenue through upselling and product knowledge.
• Ensure Front of House areas meet brand and health & safety standards.

Skills

Front of House experience

Guest service excellence

Organization

Team leadership

Computer systems

Professional presentation

Flexibility

Job description

Job Type: Permanent Job Sector: Food, Beverage Region: South East Location: Winchester Salary Description: Competitive salary plus fantastic benefits Posted: 20/08/2026

Lainston House in Winchester, a part of the Exclusive Collection, is a 17th-century country house full of character and charm. With its walled kitchen garden, cookery school, and award-winning fine dining, it is a place where heritage, authenticity, and exceptional hospitality come together. We are looking for an inspiring and people focused Guest Experience Manager to lead our Front of House team and ensure every guest feels genuinely welcomed, valued and cared for from the moment they arrive.

As part of our team, you’ll enjoy:

• Competitive pay, plus service charge
• Great rates for stays across all our hotels and 50% discount on Food & Beverage dining
• Free meals while on duty
• Free access to the on-site gym and parking
• Access to our Employee Assistance Programme and wellbeing resources
• Exclusive discounts and perks through Hospitality Essentials
• Opportunities for growth, learning, and internal movement within the Exclusive Collection

Key Responsibilities

• Lead and inspire the Front of House team to deliver exceptional guest experiences.
• Ensure smooth daily operations, including arrivals, departures, and Duty Manager duties.
• Engage with guests throughout their stay, resolving issues quickly and professionally.
• Support training, development and supervision of the Guest Service team.
• Maintain accurate billing, guest profiling and front desk procedures.
• Maximise revenue through upselling and strong product knowledge.
• Ensure all Front of House areas meet brand and health & safety standards.

Person Specification

• Previous hotel front office experience, ideally in a supervisory role
• Warm, confident communicator with excellent guest service skills
• Strong organisational ability and attention to detail
• Skilled in leading and motivating a team
• Comfortable using computers and hotel systems
• Professional appearance and flexible approach to working hours
• Proactive, solutions-focused and committed to high standards

We are a certified B Corp, committed to sustainability and responsible business practices. At Exclusive Collection, we champion wellbeing, progression, and a culture where people who share our values can thrive. As an equal opportunities employer, we welcome applications from all individuals with the right to work in the UK. If you require any adjustments during the application process, please let us know.