Guest Experience Manager
Posted 10 days 15 hours ago by Quest Employment
Location: Watford
Salary: £45,000 - £50,000 per annum
Position: Full-Time
Are you an inspiring leader with a passion for delivering world-class hospitality? We are seeking an experienced Guest Experience Manager to join our team at a premier 5-star luxury resort set in 300 acres of countryside near Watford.
In this highly visible role, you will lead our Guest Experience team, serving as a resort ambassador, mentor, and hands-on host. You will oversee every stage of the guest journey-anticipating needs, creating tailored "wow moments" for VIPs, and ensuring every stay reflects true luxury standards.
Key Responsibilities
Guest Journey: Create bespoke experiences for VIPs, families, and long-stay guests; oversee special requests (anniversaries, proposals, birthdays) and drive high-touch service recovery.
Leadership & People: Manage, coach, and schedule the Guest Experience Team; conduct luxury service training; foster a high-performance culture and act as Duty Manager when required.
Operations & Loyalty: Collaborate with Front Office, Marketing, and Sales to align brand promises; monitor guest feedback to continuously refine resort operations and drive repeat business.
What We Are Looking For
Experience: Proven supervisory or managerial experience within Front Office in a 5-star or luxury hospitality environment.
Skills: Exceptional interpersonal, problem-solving, and conflict-resolution skills with a strong track record in VIP handling and service recovery.
Mindset: An approachable, detail-driven leader who inspires teams and thrives in a fast-paced operational setting.
Technical: Experience with Front Office systems (Opera PMS or equivalent) is highly desirable.
Perks & Benefits
Access to world-class on-site facilities (award-winning spa, championship golf course, and health club/gym)
Subsidised shuttle bus service directly from Watford town centre
Complimentary meals in the staff canteen during shifts
Generous discounts on stays, dining, and resort experiences for you, your family, and friends
A supportive, family-owned working environment that recognizes you as an individual