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Guest Experience Manager, Sutton Coldfield
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Client:
The Belfry Hotel & Resort
Location:
Sutton Coldfield, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
332707830940
Job Views:
4
Posted:
12.07.2025
Expiry Date:
26.08.2025
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Job Description:
The Belfry Hotel & Resort is an
award-winning hotel, home to 300+ luxurious bedrooms and suites, several
restaurants and bars, events and meetings spaces, a leisure club and spa. Our
three golf courses, including The Brabazon, are recognised as world-class, and
home to this year’s Betfred British Masters. Whether you're drawn to our iconic
golf courses, the serenity of the spa, the excitement of guest services, or our
behind-the-scenes operations, there's a place for you in our vibrant team.
We are writing a new and exciting
chapter in the history of The Belfry. A major expansion and renovation project
has begun at our resort, due for completion in Autumn 2025. With a substantial
investment in excess of £80 million, we are enriching our resort including the
addition of a new event space, The Masters Suite, 149 extra bedrooms, a
state-of-the-art leisure club, and much more.
We believe in taking care of our team just as much as
we do our guests. That's why we were named in the 2024 Caterer’s Top 30 Best
Places to Work, as well as Springboard’s 2024 Best Employer. So, join us on our
journey as we unveil a new and unparalleled resort.
RECEPTION
& GUEST SERVICES
The
Reception and Guest Services team ensures exceptional service for every guest,
welcoming over 300 daily check-ins and outs. With outstanding customer service,
they exceed expectations by assisting with procedures, providing information,
and addressing concerns. Their dedication creates a warm atmosphere, leaving
guests with a positive impression of their stay at The Belfry Hotel &
Resort.
The on target earning potential for
this role is a £31,742 annual salary, comprising a base salary of £30,162 supplemented by an estimated £1,580 in
gratuities per annum, ensuring a rewarding compensation package.
About the role
As Guest
Experience Manager, you will be responsible for ensuring a seamless and
personalised experience for all guests, from arrival to departure. You will act
as the main point of contact for VIPs, handle guest feedback, resolve issues
proactively, and lead a team focused on delivering exceptional service across
all departments.
Key
Responsibilities:
* Serve as the primary liaison for VIP guests,
celebrities, and high-profile visitors, ensuring bespoke service at every
touchpoint.
* Welcome and engage with guests throughout
their stay, anticipating and addressing their needs.
* Coordinate with all departments (Front Office,
Housekeeping, Concierge, F&B, Spa, etc.) to ensure guest expectations
are exceeded.
* Handle complaints or issues promptly and
professionally, following up to ensure complete guest satisfaction.
* Monitor guest feedback from online reviews and
in-house surveys, using insights to continuously improve service.
* Train and support front-of-house teams in
delivering outstanding guest relations.
* Maintain detailed guest profiles and
preferences to personalize future visits.
* Collaborate with Sales, Events, and Marketing
to support VIP experiences, special packages, and loyalty programs.
* Manage the resorts kids’
activities programme, ensuring success and satisfaction for our guests
alongside marketing
* Complete Duty Manager shifts
and oversee the Duty Manager rotas
Ideal Candidate:
* Previous experience in a similar Guest
Relations or Front Office leadership role within a 4* or 5* hotel
environment.
* Passion for hospitality and delivering
outstanding guest service.
* Impeccable communication and interpersonal
skills.
* Ability to manage and resolve challenging
situations with professionalism and empathy.
* Strong organizational skills and attention to
detail.
* Proficient in property management systems
(e.g., Opera) and Microsoft Office Suite.
* Flexible to work shifts, weekends, and bank
holidays as required.
Belfry Benefits
Learning & Development
We inspire and
develop our team through on-the-job coaching & mentoring, in-house training
and provide access to our online learning platform, The Belfry Campus. We offer
apprenticeships in a host of subjects delivering nationally recognised qualifications
to help advance careers, and our LEAD development programme empowers and
inspires our teams to grow from Team Member through to Executive roles. We aim
to promote internally where possible, nurture ambition and ensure all our team
looking to progress have development plans in place, to support you to achieve
your potential.
We prioritise your
wellbeing with discounted gym memberships and wellness programmes for personal
growth. Partnering with The Burnt Chef Project, we offer mental health support
and access to funded counselling. Our healthcare schemes include life assurance,
24-hour GP services, and health cash-plans, while our Menopause Support
programme provides tailored assistance. With Wagestream access, you can easily
track earnings, manage savings, and access wages on your terms, promoting
financial wellness. Our Cycle2Work scheme supports sustainable travel for
environmental and team wellbeing.
Showing our
appreciation
We appreciate our
team with our annual Belfry Awards, long service recognition, and extra
holidays for loyalty and team events. Enjoy discounts at our resort's
restaurants, bars, spa, and golf, for you and your friends & family. Access
to Perkbox provides discounts & vouchers for everyday use plus on the spot
rewards for your hard work. We provide free parking, a subsidised taxi service,
and complimentary meals during shifts.
Making a difference
We are committed to
sustainability and are proud of our Silver Award from Green Tourism and GEO Certification.
The Belfry, spanning 550 acres in the Midlands, prioritises giving back to our
local community and protecting wildlife. We integrate ESG into everything we
do, from charity initiatives, raising over £20,000 last year, to golf course
maintenance. We track charitable work at personal, departmental, and
resort-wide levels to showcase our community contributions.
Our Values
Working here
is more than ‘just a job’: we are a community that values each individual’s
contribution and growth, whilst supporting each other’s success - regardless of
department or role. Our Belfry Beliefs – Make a Difference, Own Our Actions,
Better Together, and Deliver Every Day – aren't just words; they're the
foundation of our culture and the essence of who we are.
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