Guest Operations Manager

The Role

The Guest Operations Manager is responsible for the operational execution of all guest-facing and guest-support functions across our spa and hotel properties. This role leads the Guest Experience team, oversees gift card fulfilment and administrative operations, and ensures a consistent, high-quality guest journey aligned with company strategy.

Location

Moreton-in-Marsh

Working closely with the Head of Customer Journey & Sales, the Guest Operations Manager translates customer journey and sales strategies into day-to-day operational delivery. You will own team performance, operational accuracy, and service standards, while continuously improving guest satisfaction, conversion, and loyalty.

Key Responsibilities

Guest Operations & Service Execution

• Overseeing all guest contact operations, including reservations, amendments, cancellations, policy queries, and issue resolution.
• Ensuring guest enquiries are handled accurately, efficiently, and in line with service standards and brand guidelines.
• Acting as the primary escalation point for complex or operational guest issues.
• Ensuring consistent execution of the defined customer journey across all guest contact touchpoints.

Gift Card Fulfilment & Administrative Operations

• Managing end-to-end gift card fulfilment, including stock control, distribution, tracking, and issue resolution.
• Ensuring accuracy, timeliness, and compliance across all gift card processing and reporting.
• Overseeing administrative functions within the Guest Experience team, including documentation, system updates, and reporting.
• Developing, implementing, and maintaining SOPs for fulfilment and administrative workflows.

Team Leadership & People Management

• Directly manage the Assistant Manager, supporting the day-to-day supervision of the Guest Experience team.
• Leading recruitment, onboarding, training, scheduling, and performance management of Guest Experience staff.
• Defining clear operational KPIs and accountability across guest service, fulfilment, and administrative activities.
• Fostering a culture of ownership, consistency, and continuous improvement.

Process Improvement & Cross-Functional Collaboration

• Identifying operational inefficiencies or recurring guest issues and implement effective process improvements.
• Collaborating with Property Operations, IT, Finance, and Marketing to enhance systems and workflows.
• Providing operational insight and recommendations to support customer journey optimisation and continuous improvement initiatives.
• Supporting the rollout and adoption of new tools, policies, and guest journey enhancements.

Reporting & Performance Metrics

• Tracking and reporting on key operational KPIs, including contact volumes, response times, resolution rates, gift card fulfilment SLAs, and error rates.
• Analysing trends and surface insights impacting guest satisfaction, conversion, and retention.
• Partnering with the Head of Customer Journey & Sales to provide data and feedback that inform strategic decisions.

Key Competencies

• Strong operational execution and attention to detail
• Proven people leadership and coaching capability
• Process improvement and continuous improvement mindset
• Guest-centric service delivery
• Effective cross-functional collaboration
• Data-informed decision making

About You

You are an experienced operations or guest experience leader with a passion for delivering exceptional service. You thrive in a fast-paced, guest-focused environment, enjoy developing teams, and are confident translating strategy into practical, high-quality execution.

Please note: we can only consider candidates who already have the right to work in the UK. We do not offer visa sponsorship for this role, either now or in the future.

Schedule

• Full-Time – 40 hours per week
• Working hours are based on a rolling rota. One week in four includes weekend working, resulting in a six-day week, which is balanced by a four-day working week the following week.

Why Join Us

• Competitive Rate of Pay
• Complimentary use of the leisure and spa facilities
• Complimentary Spa Day on work anniversaries
• Employee Benefits Program
• Free Parking
• Refer-a-Friend scheme
• Discount on overnight stays and spa days
• Excellent Induction and training programme
• Opportunities for professional development and career advancement

Join the Barons Eden Family

If you’re passionate about hospitality and thrive in a people-focused environment, we’d love to hear from you.

Apply today and be part of a team where your talent and care make a real difference, even for a short but meaningful time.

People say you can’t choose your family, well we choose you to be part of ours!

Skills

• Attention to detail
• Coaching
• People Leadership
• Process Improvement