Guest Experience Manager
Quest Employment are currently recruiting for an experienced Guest Experience Manager to join a prestigious five-star luxury resort and venue.
The information below covers the role requirements, expected candidate experience, and accompanying qualifications.
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 ResponsibilitiesGuest 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 SpecificationEssential 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 xsngvjr
* 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.