Guest Services Manager
Are you a hospitality or retail leader who thrives on delivering outstanding customer experiences? We’re seeking a Guest Experience Manager to join a prestigious retail and leisure destination in Stoke-on-Trent. This is a maternity cover contract running until mid-May 2026, offering you the opportunity to lead a dynamic team in a fast-paced, guest-focused environment.
The Role
1. Champion service excellence across the centre and resolve guest issues promptly.
2. Manage, train, and motivate a guest-facing team to exceed expectations.
3. Deliver against KPIs including guest satisfaction scores, gift card sales, and commercial opportunities.
4. Ensure guest-facing areas are presented to the highest standard.
5. Manage budgets and ensure operational compliance.
6. Analyse performance data to identify areas for improvement.
About You
1. Passionate about creating outstanding guest experiences.
2. Experienced in managing guest-focused teams in hospitality, retail, or leisure environments (luxury hotels, events, airlines, or similar).
3. Skilled in building strong relationships with guests, stakeholders, and team members.
4. Confident in producing reports, managing budgets, and forecasting activity.
5. A natural leader with a positive, can-do attitude and the ability to manage rotas in a fast-paced setting.
6. 25 days holiday per annum.
7. Company pension contribution of 9% into a Self-Invested Personal Pension Plan (SIPP).
8. Private Medical Insurance & Cashplan (individual cover).
9. Critical Illness Insurance.
10. Income Protection Insurance.
11. Life Assurance.
12. Discretionary bonus scheme (up to 20% of salary).
#J-18808-Ljbffr