Guest Operations Manager
Location: Moreton-in-Marsh
The Role
The Guest Operations Manager is
responsible for the operational execution of all guest-facing and guest-support
functions across our spa and hotel properties. This role leads the Guest
Experience team, oversees gift card fulfilment and administrative operations,
and ensures a consistent, high-quality guest journey aligned with company
strategy.
Working closely with the Head of
Customer Journey & Sales, the Guest Operations Manager translates customer
journey and sales strategies into day-to-day operational delivery. You will own
team performance, operational accuracy, and service standards, while
continuously improving guest satisfaction, conversion, and loyalty.
Key Responsibilities
Guest Operations & Service
Execution
* Overseeing all guest contact operations, including
reservations, amendments, cancellations, policy queries, and issue
resolution.
* Ensuring guest enquiries are handled accurately,
efficiently, and in line with service standards and brand guidelines.
* Acting as the primary escalation point for complex
or operational guest issues.
* Ensuring consistent execution of the defined
customer journey across all guest contact touchpoints.
Gift Card Fulfilment &
Administrative Operations
* Managing end-to-end gift card fulfilment, including
stock control, distribution, tracking, and issue resolution.
* Ensuring accuracy, timeliness, and compliance
across all gift card processing and reporting.
* Overseeing administrative functions within the
Guest Experience team, including documentation, system updates, and
reporting.
* Developing, implementing, and maintaining SOPs for
fulfilment and administrative workflows.
Team Leadership & People
Management
* Directly manage the Assistant Manager, supporting
the day-to-day supervision of the Guest Experience team.
* Leading recruitment, onboarding, training,
scheduling, and performance management of Guest Experience staff.
* Defining clear operational KPIs and accountability
across guest service, fulfilment, and administrative activities.
* Fostering a culture of ownership, consistency, and
continuous improvement.
Process Improvement &
Cross-Functional Collaboration
* Identifying operational inefficiencies or recurring
guest issues and implement effective process improvements.
* Collaborating with Property Operations, IT,
Finance, and Marketing to enhance systems and workflows.
* Providing operational insight and recommendations
to support customer journey optimisation and continuous improvement
initiatives.
* Supporting the rollout and adoption of new tools,
policies, and guest journey enhancements.
Reporting & Performance
Metrics
* Tracking and reporting on key operational KPIs,
including contact volumes, response times, resolution rates, gift card
fulfilment SLAs, and error rates.
* Analysing trends and surface insights impacting
guest satisfaction, conversion, and retention.
* Partnering with the Head of Customer Journey &
Sales to provide data and feedback that inform strategic decisions.
Key Competencies
* Strong operational execution and attention to
detail
* Have proven people leadership and coaching
capability
* Have a process improvement and continuous
improvement mindset
* Be guest-centric service delivery
* Be effective cross-functional collaboration
* Data-informed decision making
About You
You are an experienced operations
or guest experience leader with a passion for delivering exceptional service.
You thrive in a fast-paced, guest-focused environment, enjoy developing teams,
and are confident translating strategy into practical, high-quality execution.
Please note: we
can only consider candidates who already have the right to work in the UK. We
do not offer visa sponsorship for this role, either now or in the future.
Schedule:
* Full-Time - 40 hours per week
* Working hours are based on a rolling
rota. One week in four includes weekend working, resulting in a six-day
week, which is balanced by a four-day working week the following week.
Why Join Us
* Competitive Rate of Pay
* Complimentary use of the leisure and spa facilities
* Complimentary Spa Day on work anniversaries
* Employee Benefits Program
* Free Parking
* Refer-a-Friend scheme
* Discount on overnight stays and spa days
* Excellent Induction and training programme
* Opportunities for professional development and
career advancement
Join the Barons Eden Family
If you’re passionate about
hospitality and thrive in a people-focused environment, we’d love to hear from
you.
Apply today and be part of a team
where your talent and care make a real difference, even for a short but
meaningful time.
People say you can’t choose
your family, well we choose you to be part of ours!