Guest Experience Manager

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