Guest Experience Manager

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Competitive salary plus fantastic benefits

Working Hours:

40 hours per week, shifts inclusive of weekends and bank holidays

Location:

Winchester

Closing Date:

23/08/2026

Job Category:

Front of House and Housekeeping

Properties:

Lainston House Hotel,Sparsholt, Hampshire

Departments:

Reception & Guest Services

Lainston House
in Winchester, a part of the Exclusive Collection, is a 17th-century country house full of character and charm. With its walled kitchen garden, cookery school, and award-winning fine dining, it is a place where heritage, authenticity, and exceptional hospitality come together.

We are looking for an inspiring and people focused Guest Experience Manager to lead our Front of House team and ensure every guest feels genuinely welcomed, valued and cared for from the moment they arrive.

At Lainston House, we believe in rewarding our team for their passion and dedication. As part of our team, you’ll enjoy:

• Great rates for stays across all our hotels and 50% discount on Food & Beverage dining
• Free meals while on duty
• Free access to the on-site gym and parking
• Access to our Employee Assistance Programme and wellbeing resources
• Exclusive discounts and perks through Hospitality Essentials
• Opportunities for growth, learning, and internal movement within the Exclusive Collection

• Lead and inspire the Front of House team to deliver exceptional guest experiences.
• Ensure smooth daily operations, including arrivals, departures, and Duty Manager duties.
• Engage with guests throughout their stay, resolving issues quickly and professionally.
• Support training, development and supervision of the Guest Service team.
• Maintain accurate billing, guest profiling and front desk procedures.
• Maximise revenue through upselling and strong product knowledge.
• Ensure all Front of House areas meet brand and health & safety standards.

• Previous hotel front office experience, ideally in a supervisory role
• Warm, confident communicator with excellent guest service skills
• Strong organisational ability and attention to detail
• Skilled in leading and motivating a team
• Comfortable using computers and hotel systems
• Professional appearance and flexible approach to working hours
• Proactive, solutions-focused and committed to high standards

We are a certified B Corp, committed to sustainability and responsible business practices. At Exclusive Collection, we champion wellbeing, progression, and a culture where people who share our values can thrive.

As an equal opportunities employer, we welcome applications from all individuals with the right to work in the UK. If you require any adjustments during the application process, please let us know.