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- Tasks: Lead guest operations and ensure a top-notch experience across our spa and hotel properties.
- Company: Join a vibrant hospitality team dedicated to exceptional guest service.
- Benefits: Competitive pay, free spa access, employee perks, and career growth opportunities.
- Why this job: Make a real impact in a fast-paced, people-focused environment.
- Qualifications: Experience in operations or guest experience with strong leadership skills.
- Other info: Flexible working hours with a supportive team culture.
The predicted salary is between 36000 - 60000 £ per year.
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 implementing 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 surfacing insights impacting guest satisfaction, conversion, and retention.
- Partnering with the Head of Customer Journey & Sales to provide data and feedback that inform strategic decisions.
- 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.
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.
ScheduleFull-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
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
Guest Operations Manager in Moreton in Marsh employer: Barons Eden - Hotel and Spa Collection
Contact Detail:
Barons Eden - Hotel and Spa Collection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Operations Manager in Moreton in Marsh
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. This will help you articulate your experience and skills confidently when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Guest Operations Manager in Moreton in Marsh
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Guest Operations Manager role. Highlight your experience in guest services and operational management, showing us how you align with our values and the job requirements.
Showcase Your Leadership Skills: We want to see your people management skills shine! Share examples of how you've led teams, improved service delivery, or resolved complex guest issues. This will help us understand your approach to team leadership.
Be Data-Driven: Since we value data-informed decision making, include any relevant metrics or KPIs from your previous roles. This could be anything from guest satisfaction scores to operational efficiency improvements that you've achieved.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with the Barons Eden Family!
How to prepare for a job interview at Barons Eden - Hotel and Spa Collection
✨Know the Guest Journey Inside Out
Make sure you understand the entire guest journey as outlined in the job description. Familiarise yourself with how each touchpoint works and think about ways you could enhance the experience. This will show your potential employer that you're not just interested in the role, but also in improving their operations.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you improved team performance or resolved conflicts. This is crucial for a role that involves managing the Guest Experience team, so be ready to discuss your approach to coaching and developing others.
✨Be Ready to Discuss Process Improvements
Think about any operational inefficiencies you've encountered in previous roles and how you addressed them. Be prepared to share your ideas on how to implement effective process improvements in guest operations. This will demonstrate your proactive mindset and commitment to continuous improvement.
✨Understand the Importance of Data
Familiarise yourself with key performance indicators (KPIs) relevant to guest operations. Be ready to discuss how you've used data to inform decisions in the past. Showing that you can analyse trends and derive insights will highlight your data-informed decision-making skills, which are essential for this role.
