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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.
- Other info: Dynamic work environment with a focus on teamwork and continuous improvement.
- Why this job: Make a real impact in hospitality while developing your leadership skills.
- Qualifications: Experience in operations or guest experience with strong leadership abilities.
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. 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
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.
Guest Operations Manager employer: Barons Eden - Reservations
Contact Detail:
Barons Eden - Reservations Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Operations Manager
✨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 practising common questions and scenarios related to guest operations. Think about how you would handle specific guest issues or improve service delivery, as this will show your expertise and passion for the role.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss your experience in managing teams and improving processes. Highlight any successful projects where you enhanced guest satisfaction or operational efficiency.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and being part of the Barons Eden family.
We think you need these skills to ace Guest Operations Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in guest operations and team leadership. We want to see how your skills align with the role of Guest Operations Manager, so don’t hold back on showcasing your relevant achievements!
Showcase Your Passion: Let your enthusiasm for hospitality shine through in your application. We’re looking for someone who’s not just qualified but genuinely excited about delivering exceptional guest experiences. Share a story or two that reflects your passion for the industry!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we appreciate attention to detail, so make sure there are no typos or errors!
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 the role. Plus, it shows you’re keen to join the Barons Eden family!
How to prepare for a job interview at Barons Eden - Reservations
✨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 be ready to discuss how you would ensure a seamless experience for guests. This shows your commitment to guest satisfaction.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your coaching capabilities and how you've fostered a culture of improvement. Be ready to discuss specific KPIs you've managed and how you achieved them.
✨Be Ready to Discuss Process Improvements
Think about operational inefficiencies you've encountered in previous roles and how you addressed them. Be prepared to share your ideas on how to enhance workflows and improve guest experiences, as this aligns with the role's focus on continuous improvement.
✨Data-Driven Decision Making
Brush up on how you've used data to inform decisions in your past roles. Be ready to discuss specific metrics you've tracked and how they influenced your strategies. This will demonstrate your analytical skills and ability to drive results.