Guest Experience Manager

Guest Experience Manager

Hoar Cross Hall | Staffordshire

Are you passionate about creating exceptional guest experiences and making every visit feel genuinely special?

We’re looking for an experienced Guest Experience Manager to join the team at Hoar Cross Hall, taking a leading role in ensuring every guest enjoys a warm, personalised and seamless experience from the moment they arrive to the moment they leave.

As Guest Experience Manager, you’ll be at the heart of the guest journey. You’ll be highly visible across the property, building relationships with guests, anticipating their needs and working closely with teams across the hotel and spa to deliver consistently exceptional standards.

You’ll also oversee our Duty Manager operation, taking a proactive and forward‑thinking approach to ensuring the property is always guest‑ready and that the guest journey runs seamlessly.

What you’ll be doing

• Being a visible, warm and approachable presence throughout the property, ensuring our guests feel genuinely welcomed and valued.
• Overseeing the guest journey and proactively identifying opportunities to make each experience exceptional.
• Taking ownership of guest feedback and complaints, resolving concerns professionally and delivering effective service recovery.
• Personally welcoming VIPs, returning guests and guests who may require additional support or attention.
• Coordinating special occasions, individual requests and memorable ‘wow’ moments.
• Working closely with Housekeeping to ensure VIP rooms are prepared and presented to the highest standard.
• Maintaining a professional presence across restaurants, bars and guest areas, particularly during peak service periods.
• Overseeing and undertaking Duty Manager shifts, supporting the smooth day‑to‑day operation of the property.
• Regularly checking guest areas to ensure they are beautifully presented and guest‑ready.
• Working collaboratively with Front Office, Food & Beverage, Housekeeping, Spa, Events and Maintenance to create a seamless guest experience.
• Supporting operational teams during busy periods when required.
• Coaching and supporting guest‑facing teams to anticipate guest needs and consistently deliver outstanding service.
• Identifying trends in guest feedback and working with managers to continuously improve the guest experience.
• Leading by example and helping to create a warm, professional and guest‑focused culture.
• Supporting a safe, secure and well‑maintained environment for guests, colleagues and visitors, in line with our Health & Safety procedures.

Our Hiddenwell Values

Our values are at the heart of how we work and the experiences we create. As Guest Experience Manager, you’ll lead by example and bring our values to life every day:

Integrity – doing the right thing, taking ownership and being open and honest with our guests and colleagues.
Excellence – taking pride in the details, continually looking for ways to improve and striving to create exceptional experiences.
Teamwork – working collaboratively across the whole property, supporting one another and recognising that the best guest experiences are created together.
Commitment – being passionate about what we do, following through on our promises and going the extra mile when it matters.
Respect – treating every guest and colleague with warmth, consideration and professionalism, and valuing the contribution everyone makes.

About you

You’ll be someone who genuinely enjoys being around people and takes pride in creating memorable experiences. Just as importantly, you’ll naturally reflect our Hiddenwell values of Integrity, Excellence, Teamwork, Commitment and Respect in the way you lead, communicate and care for our guests and colleagues.

Ideally, you’ll bring:

• Have previous supervisory or management experience within a luxury hotel, spa or high-end hospitality environment
• Have experience within Guest Experience, Front Office or wider hotel operations
• Have a genuine passion for delivering exceptional and personalised guest service
• Have a warm, engaging and confident approach
• Have experience supporting VIP and high‑profile guests
• Have confidence in handling complaints and resolving challenging situations with tact, diplomacy and professionalism
• Have exceptional leadership and communication skills, with the ability to build effective relationships across different departments
• Have excellent organisation and attention to detail
• Have a proactive, hands‑on approach and the confidence to make decisions in a busy operational environment
• Have a calm and professional approach when working under pressure
• Have a natural ability to coach, support and motivate others
• Have confidence using Microsoft Office and hotel reservation or property management systems
• Have the flexibility to work evenings, weekends and public holidays in line with the needs of the business
• Have a qualification in Hospitality Management, Hotel Management or a related subject would be advantageous, but it isn’t essential

Additional Information

• 45 hours per week
• Working 5 out of 7 days (inclusive of evenings, weekends and public holidays)
• £37,000 per annum

What We Offer

• Work in a picturesque, historic estate with a focus on luxury and high standards in hospitality
• Complimentary Spa Day on work anniversaries at any of our company spas
• Free meal provided daily through our staff canteen
• Complimentary use of leisure and spa facilities
• Access to the Employee Assistance Program
• 30% discount on overnight stays and spa days
• Discounts on food, drink and retail across our venues
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• Excellent Induction and training programme
• Perkbox Online benefits and discounts
• On-line Doctor support (appointments/prescriptions)
• A fun, supportive and inclusive work environment with loads of development opportunities

Why Hiddenwell?

At Hiddenwell, we believe the best guest experiences are created by people who genuinely care. We want our colleagues to feel empowered to make a difference, supported to be at their best and proud of the experiences we create together.

This is an opportunity to play a key role in the guest experience at Hoar Cross Hall, working across the property, collaborating with a wide range of teams and having the freedom to make a genuine difference.

If you’re an experienced hospitality professional who notices the details, loves being present on the floor and believes exceptional service comes from making every guest feel individually valued, we’d love to hear from you.

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