Overview
We have an exciting opportunity for a Guest Experience Manager to join our passionate team at Forest of Dean. Work in one of the UK’s most stunning forest locations, developing your skills while providing outstanding service to our guests.
Location & Compensation
* Location: Forest of Dean (Coleford, Gloucestershire)
* Salary: Up to £40,000 per annum
* Working Hours: Full-time, 40 hours per week
* Days of Work: Shifts vary Monday to Sunday on a rolling rota.
Role Summary
The role provides overall ownership of guest experience standards across the entire location, overseeing both Front and Back of House service teams. You will ensure each guest interaction is memorable and operational KPIs are met. As a key member of the Senior Management Team you may deputise for the General Manager when required.
Responsibilities
Guest Experience
* Deliver a seamless and exceptional guest journey from arrival to departure
* Engage with guests, gather feedback, and resolve issues proactively
* Lead service recovery and implement improvements based on reviews
Food & Beverage Operations
* Oversee all F&B operations, ensuring top-quality service and standards
* Drive revenue through upselling, cross‑selling, and cost management
* Manage stock, suppliers, and outlet performance
Revenue & Commercial Performance
* Support revenue targets and budgets
* Identify new revenue opportunities and growth initiatives
* Monitor daily performance across accommodation, F&B, and activities
Team Leadership & Development
* Lead, motivate, and develop F&B and Ranger teams
* Influence a positive, service‑focused team culture
* Manage staffing, recruitment, training, and performance
Ranger & Activities Management
* Oversee Ranger‑led experiences, ensuring engagement and safety
* Optimise activity schedules and monitor participation
Operations & Duty Management
* Act as Duty Manager when required
* Handle operational challenges, guest issues, and emergencies
* Maintain visible leadership and cross‑department coordination
Reporting & Strategy
* Analyse guest, F&B, and activity performance to drive improvements
* Support strategic planning and identify new growth opportunities
Skills & Experience
* Full UK driving licence and access to a vehicle
* Experience managing teams
* Strong leadership, planning, and organisational skills
* Genuine passion for delivering exceptional guest experiences
* Proven customer service management experience
* Outstanding communication and relationship‑building skills
* Strong commercial awareness and problem‑solving ability
* IT literate – MS Office & databases
* Ability to work collaboratively, under pressure, and influence at all levels
Benefits
* 23 days’ holiday plus bank holidays (increasing with service)
* Annual bonus based on company performance
* Enhanced parental leave – 24 weeks maternity, 3 weeks paternity at full pay
* Long service awards and company events
* Secure your future with our company pension scheme
* One full paid day to volunteer
* Discounted food when working on location
* Health cash plan & life assurance
* Wellbeing events & activities
* Discounted and last‑minute stays at Forest Holidays and Sykes Cottages for you, your friends & family
* Hundreds of discounts on top brands across the UK
Reasonable Adjustments
We’re all about diversity, inclusion, and bringing your authentic self to work. Need adjustments for the recruitment process? Just ask – our team is happy to help.
Application Note
Please note: If successful in the role, any job offer will be subject to pre‑employment checks, including a basic criminal record check.
Call to Action
If you’re ready to create unforgettable moments for every guest and lead a team that makes memorable holidays happen, apply now.
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