The Reserve - Guest Experience Manager
The Reserve - Guest Experience Manager

The Reserve - Guest Experience Manager

Chester Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead the Guest Experience team and ensure exceptional service at a luxury lodge.
  • Company: Join The Reserve, a unique luxury lodge resort within Chester Zoo's stunning grounds.
  • Benefits: Enjoy fantastic food discounts, travel perks, and a team member pass to the zoo.
  • Why this job: Be part of an exciting new development that combines luxury with adventure and nature.
  • Qualifications: Experience in luxury hospitality and a passion for outstanding guest service are essential.
  • Other info: Work in a breathtaking environment with views of endangered animals and lush landscapes.

The predicted salary is between 36000 - 60000 £ per year.

The Reserve is a new and exciting luxury lodge resort set in the grounds of Chester Zoo. Nestled in nature and designed to offer an unparalleled guest experience, The Reserve combines world-class amenities with a unique sense of adventure and tranquillity.

A new and exciting luxury lodge resort set in the grounds of Chester Zoo is opening August 2025 and we are on the lookout for a Guest Experience Manager to join the team. The Reserve is an exciting development of 51 savannah inspired luxury lodges, overlooking a beautiful lake or our giraffe habitat and connecting directly to the stunning Heart of Africa zone of Chester Zoo. From immersive experiences to quiet relaxation, The Reserve is a place to make lasting memories.

As Guest Experience Manager, you will oversee all aspects of the guest journey at The Reserve, ensuring consistently high standards of service delivery throughout. From first impressions to fond farewells, you will be responsible for managing the Guest Experience Team—ensuring every interaction is seamless, personal, and exceptional.

Responsibilities:

  • Lead and inspire the Guest Experience team
  • Set and uphold service standards across all guest touchpoints
  • Oversee pre-arrival communications, check-in/out, and guest feedback systems
  • Manage VIPs, special occasions, and bespoke experiences
  • Develop and implement SOPs and training ahead of opening
  • Liaise with other departments to ensure smooth cross-functional operations
  • Analyse guest feedback and implement service improvements
  • Support recruitment, onboarding, and development of the Guest Experience team

What We’re Looking For:

  • Proven experience in luxury hospitality or guest experience leadership
  • A passion for exceptional service and attention to detail
  • Ability to lead by example and inspire high-performing teams
  • Strong problem-solving and communication skills
  • Experience with hotel PMS and CRM systems
  • A warm, approachable personality with a guest-first mindset

Troo Benefits:

  • Pension Scheme: Gear up for the future with our pension scheme that ensures your financial stability.
  • Fantastic Food & Beverage Discounts: Enjoy mouthwatering discounts at our partnered restaurants and bars.
  • Mind-Blowing Employee Discount Rates: Exclusive access to unbeatable travel discounts.
  • Long Service Incentives: Special rewards and recognition for your loyalty over the years.
  • Team Member pass to visit the zoo during your time off.
  • An amazing working environment - Where else can you see critically endangered animals from your office window or stroll among rare giraffes and tigers on your lunch break.

For more information please visit the Troo Hospitality website or to apply click here.

The Reserve - Guest Experience Manager employer: Chester Zoo

At The Reserve, located within the enchanting grounds of Chester Zoo, we pride ourselves on being an exceptional employer that fosters a vibrant and supportive work culture. Our team enjoys unique benefits such as exclusive travel discounts, generous food and beverage perks, and the opportunity to work in a stunning environment surrounded by wildlife, all while developing their careers in luxury hospitality. Join us to create unforgettable guest experiences in a setting that inspires both personal and professional growth.
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Contact Detail:

Chester Zoo Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land The Reserve - Guest Experience Manager

✨Tip Number 1

Familiarise yourself with The Reserve and Chester Zoo. Understanding the unique offerings and experiences available will help you articulate how you can enhance guest experiences during interviews.

✨Tip Number 2

Network with professionals in the luxury hospitality sector. Attend industry events or connect on platforms like LinkedIn to gain insights and potentially get referrals for the Guest Experience Manager role.

✨Tip Number 3

Prepare examples of how you've successfully led teams in previous roles. Highlight your ability to inspire and maintain high service standards, as this is crucial for the position.

✨Tip Number 4

Research common challenges in guest experience management within luxury settings. Being able to discuss these challenges and propose solutions will demonstrate your expertise and readiness for the role.

We think you need these skills to ace The Reserve - Guest Experience Manager

Luxury Hospitality Experience
Guest Experience Leadership
Exceptional Service Standards
Team Management
Problem-Solving Skills
Strong Communication Skills
Attention to Detail
Hotel PMS and CRM Systems Proficiency
Cross-Functional Collaboration
Guest Feedback Analysis
Training and Development
Warm and Approachable Personality
Guest-First Mindset
SOP Development

Some tips for your application 🫡

Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Guest Experience Manager position. Tailor your application to highlight relevant experiences that align with the role.

Craft a Compelling CV: Ensure your CV showcases your experience in luxury hospitality and guest experience leadership. Use specific examples to demonstrate your problem-solving skills and ability to inspire teams.

Write a Personalised Cover Letter: In your cover letter, express your passion for exceptional service and attention to detail. Mention why you are excited about working at The Reserve and how you can contribute to creating memorable guest experiences.

Highlight Relevant Skills: Make sure to emphasise your experience with hotel PMS and CRM systems, as well as your strong communication skills. These are crucial for managing the Guest Experience Team and ensuring seamless operations.

How to prepare for a job interview at Chester Zoo

✨Showcase Your Passion for Hospitality

Make sure to express your enthusiasm for luxury hospitality during the interview. Share specific examples of how you've gone above and beyond to create exceptional guest experiences in your previous roles.

✨Demonstrate Leadership Skills

As a Guest Experience Manager, you'll be leading a team. Prepare to discuss your leadership style and provide examples of how you've inspired and motivated teams in the past to achieve high service standards.

✨Familiarise Yourself with The Reserve

Research The Reserve and Chester Zoo thoroughly. Understand their values, mission, and the unique experiences they offer. This knowledge will help you tailor your responses and show that you're genuinely interested in the role.

✨Prepare for Scenario-Based Questions

Expect questions that assess your problem-solving abilities and guest management skills. Think of scenarios where you've successfully handled difficult situations or improved guest satisfaction, and be ready to share those stories.

The Reserve - Guest Experience Manager
Chester Zoo
C
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