Shape the Future of Guest Experience at Forge Holiday Group
At Forge Holiday Group, we don’t just do holidays, we create unforgettable moments.
With award-winning brands like Forest Holidays and Sykes Holiday Cottages, we’re 1,700+ people strong and powered by four values: One Business, Keep it Simple, Grow & Learn, Sustainable Impact.
Why This Role is Special:
* Transform Experiences: Lead the creation of unforgettable guest journeys across the UK’s premier short-term let and nature-based holiday brands. Every stay you shape leaves a lasting impression.
* Lead with Influence: Play a key role in defining and evolving the Forge Holiday Group House Model, setting the standard for excellence across all locations.
* Champion Culture: Be part of a values-driven, people-first business with sustainability and innovation at its heart.
* Inspire Creativity: Blend consistency with local character to design experiences guests love and remember.
About the Role
As Head of Guest Experience, you’ll set the standard for what great looks like. From seamless pre-arrival comms, to warm welcomes, to memorable in-stay moments, you’ll ensure every guest feels genuinely connected to the places they visit and the brands they choose.
You’ll Own:
* Defining & delivering our Guest Experience House playbook.
* Leading central guest services & on-site experience teams.
* Driving guest satisfaction, loyalty, and advocacy.
* Championing innovation & partnerships that enhance experiences.
* Embedding training & service standards aligned to our values.
What You Need To Know:
* Salary: £65,000 to £80,000 per annum (depending on experience).
* Location: Regular presence at Chester HQ.
* Report To: Chief Operating Officer.
What You’ll Bring:
* Bachelor’s degree in Hospitality Management, Business Administration, or equivalent experience.
* Extensive Senior leadership experience in hospitality, tourism, or multi-site operations.
* A track record of uplifting NPS and guest satisfaction while driving commercial outcomes.
* Creative flair for experience design with strong data-driven decision-making.
* Inspirational leadership, cross-functional collaboration, and commercial acumen.
Forge Holiday Group Benefits:
* Annual STIP Company-wide Bonus Scheme offering up to an additional 25% of your salary through our performance-based bonus program
* 33 days holiday (incl. bank hols) + extra days for long service
* Your birthday off
* 2 paid volunteering days
* Enhanced Maternity and Paternity Leave - (24 weeks maternity, 3 weeks paternity at 100% pay)
* B Corp certified – we care about people & planet
* Exclusive holiday discounts for you, friends, and family
* Wellbeing perks, gym access at HQ, health cash plan
* Hybrid working & on-site parking
We’re all about diversity, inclusion, and bringing your authentic self to work. Need adjustments for the recruitment process? Just ask.
Ready to shape experiences that guests will never forget?
Apply now or share with someone who should be our next Head of Guest Experience.
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