Job description

Guest Experience Manager

Quest Employment are currently recruiting for an experienced Guest Experience Manager to join a prestigious five-star luxury resort and venue.

This is an exciting opportunity for a passionate hospitality professional who thrives on delivering exceptional service and creating memorable guest journeys. The successful candidate will lead the Guest Experience team and ensure every interaction reflects the highest standards of luxury hospitality.

The Role

As Guest Experience Manager, you will oversee every stage of the guest journey, ensuring a seamless and personalised experience from arrival through to departure.

Working closely with operational departments across the resort, you will focus on:

Anticipating guest needs and exceeding expectations
Managing guest relationships and service delivery
Personalising guest stays and special occasions
Leading service recovery where required
Coaching and developing the Guest Experience team to deliver outstanding service

You will be highly visible across the property, acting as a host, mentor, and ambassador for the guest experience.

Key Responsibilities

Guest Experience

Create memorable “wow moments” through surprise-and-delight initiatives for VIPs, families, couples, corporate guests and long-stay visitors
Work closely with Marketing, Sales and Reservations teams to ensure brand promises align with the on-property experience
Act as a visible and approachable host within guest areas, welcoming and following up with VIPs, repeat guests and key visitors
Monitor VIP, repeat and special-occasion bookings, ensuring guest preferences and histories are recognised
Coordinate special requests such as anniversaries, proposals, birthdays and extended stays to deliver memorable experiences

Team Leadership

Lead, supervise and mentor the Guest Experience team
Deliver regular training and service audits to maintain luxury service standards
Foster a positive and high-performing team culture
Manage team scheduling and performance
Act as Duty Manager when required, supporting smooth operations across the property

Business Performance

Uphold company policies and operational standards to ensure consistent service delivery
Support front office operations through professional guest service and effective issue resolution
Identify opportunities for continuous improvement based on guest feedback
Build strong guest relationships to encourage loyalty and repeat business

Person Specification

Essential Skills & Qualifications

Proven experience managing customer service or guest experience teams
Excellent communication and interpersonal skills with strong guest engagement ability
Strong problem-solving and conflict-resolution skills
Experience handling VIP guests and leading service recovery
Highly organised with strong attention to detail
Passion for delivering personalised, luxury-level guest experiences

Experience

Previous supervisory or management experience within Front Office or Guest Experience in a five-star or luxury hospitality environment
Experience in team training, development and performance management
Demonstrated success in improving guest satisfaction and the overall guest journey

Behaviour

Leads by example and motivates teams to exceed expectations
Builds strong relationships across departments
Approachable, empathetic and highly visible in day-to-day operations

Desirable

Experience using Opera PMS or similar front office systems
Strong understanding of hotel operational procedures

About the Opportunity

This role is based at a renowned luxury resort set within a large countryside estate, offering premium guest experiences including fine dining, leisure facilities and wellness services.

Benefits

Access to on-site leisure facilities including spa, gym and golf
Complimentary meals during shifts
Staff transport options from the local town centre
Generous discounts on stays for employees and their friends and family

If you are a hospitality professional passionate about creating exceptional guest experiences, Quest Employment would love to hear from you.