General Manager Tillingham Winery & Estate
Location: Tillingham, East Sussex
Reports to: Directors
Role Overview
Tillingham is a working winery, restaurant, hotel, and destination estate in the heart of East Sussex. We are looking for an exceptional General Manager to lead the on-site experience and bring energy, warmth, and excellence to every corner of the estate.
This is a hands-on hospitality leadership role, not an administrative position. The General Manager is the visible leader of the estate someone who lives and breathes guest experience, leads from the floor, and inspires teams to deliver unforgettable service.
Your mission is simple: every guest leaves with a smile, a story, and a desire to return.
By creating a vibrant, welcoming atmosphere across the hotel, restaurant, bar, tours, and events, you will help establish Tillingham as a must-visit destination for wine, food, and memorable experiences.
Key Responsibilities
Guest Experience & Front-of-House Excellence
Lead a warm, polished, guest-centric culture across the hotel, restaurant, bar, tours, and events.
Ensure every guest is welcomed, cared for, and remembered no guest leaves unnoticed .
Be highly visible across the estate, walking the floor daily and engaging with guests and team members.
Train and mentor teams to deliver consistent, high-touch hospitality with personality and confidence.
Resolve service issues quickly and personally follow up where needed.
Maintain exceptional guest satisfaction, targeting 4.8 ratings across Google, SevenRooms, TripAdvisor, and internal surveys .
Destination Building & Foot Traffic Growth
Position Tillingham as a recognised destination for stays, dining, wine, and experiences.
Ensure the estate feels alive, welcoming, and impeccably run at all times.
Work closely with the Marketing team to ensure on-site delivery reflects the brand promise.
Support tastings, events, and seasonal programming with flawless operational execution .
Build strong local partnerships and community relationships to increase day visitors and repeat guests.
Team Leadership & On-Site Coordination
Lead and energise all on-site teams with clarity, warmth, and accountability .
Run daily team briefings focused on guest priorities and service standards.
Hold weekly managers meetings with clear actions and follow-through.
Coach department heads to lead with a hospitality mindset as well as operational excellence .
Build a culture of pride, professionalism, and continuous improvement .
Communication & Reporting
Provide weekly operational highlights to Directors.
Maintain open and proactive communication with Owners and the Finance team.
Participate in monthly commercial reviews.
Ensure all departments share information clearly and operate cohesively as one estate team .
Success Measures (KPIs)
Guest Experience
Maintain 4.8+ guest ratings across major review platforms and internal surveys.
Fast and effective resolution of service issues.
Consistent delivery of warm, memorable hospitality.
A culture that places the guest at the centre of everything .
Team & Culture
High staff morale and strong team engagement.
90% team retention across 3, 6, and 12-month intervals.
Strong FOH training and clearly defined service standards.
Effective collaboration across departments.
Commercial Contribution
Track and report KPIs monthly, implementing initiatives to improve performance.
Support FY27 commercial targets through strong on-site execution.
Maximise increased foot traffic and encourage repeat visits.
Instil a confident culture of upselling and guest engagement .
Ensure seamless delivery of events, tours, and estate experiences.
Operational Quality
Smooth, professional day-to-day operations across the estate.
Clear communication and alignment between teams.
Effective management of compliance and operational standards.
Ideal Candidate
Charismatic, warm, and naturally guest-focused.
Experienced leading front-of-house hospitality teams .
Confident communicator with high emotional intelligence.
Calm under pressure, proactive, and solutions-driven.
Passionate about wine, food, hospitality, and guest experience .
A natural leader who can energise a team and elevate the atmosphere of the estate .
Why Join Tillingham
This is a rare opportunity to lead one of Englands most distinctive winery estates and shape the experience of a growing destination for wine, food, and hospitality.
You will have the freedom to create energy, inspire a team, and build something memorable every day.
To apply: Please submit your CV and a short introduction outlining why you would be the perfect person to lead the Tillingham experience.
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