Guest Experience Manager in Newquay

£31,686.10 per annum | 40-hour contract | 4 day working week | Excellent work-life balance.

At Bedruthan and Scarlet, we believe exceptional hospitality is created through thoughtful planning, genuine care and attention to every stage of the guest journey. We're looking for a Guest Experience Manager to lead and champion the guest journey across both hotels, ensuring every stay feels seamless, memorable and consistently delivered. This is an exciting leadership opportunity for someone who is passionate about people, service excellence and creating the conditions for teams to thrive.

With a permanent 40-hour contract, a highly sought-after 4 day working week, and the opportunity to shape guest experiences at two of Cornwall's most iconic hotels, this role offers something increasingly rare in hospitality: genuine work-life balance alongside a rewarding leadership career.

What are we looking for?

We're looking for a positive, proactive and inspiring leader who understands that exceptional guest experiences don't happen by chance. They are created through strong leadership, thoughtful planning, excellent communication and teams that feel supported to do their best work. You'll be passionate about hospitality, naturally organised and committed to continuously improving the guest journey. You'll enjoy building strong relationships across departments, developing colleagues and ensuring every guest interaction reflects the warmth and care that define the Red Hotels experience. Most importantly, you'll be someone who enjoys working with people and takes pride in creating experiences that guests remember for all the right reasons.

Responsibilities and Duties

• Lead, support and develop the Guest Experience team, creating a positive, engaged and high-performing culture.
• Champion the guest journey from enquiry through to departure, ensuring every touchpoint is seamless and memorable.
• Build strong relationships with operational teams across both hotels to ensure effective communication and joined-up planning.
• Support Reception and Front of House operations, maintaining exceptional service standards and team wellbeing.
• Analyse guest feedback, operational trends and service performance to identify opportunities for improvement.
• Implement initiatives that enhance guest satisfaction and operational efficiency.
• Resolve guest concerns with empathy, professionalism and a solutions-focused approach.
• Act as a visible ambassador for Bedruthan and Scarlet, promoting our values and service culture.
• Coach and develop colleagues, helping them build confidence, capability and expertise.
• Drive a culture of continuous improvement, accountability and exceptional hospitality.

Qualifications (Essential):

• Previous experience in a hospitality leadership or management role.
• Experience leading, coaching and developing teams.
• Strong understanding of customer service and guest experience principles.
• Excellent communication and relationship-building skills.

Desirable:

• Experience within hotel, leisure or luxury hospitality environments.
• Front Office, Reception or Guest Services management experience.
• Experience using hotel management systems.

Key Skills:

• Leadership and people development.
• Guest experience and customer service excellence.
• Organisation and attention to detail.
• Problem solving and decision making.
• Communication and relationship management.
• Commercial awareness.
• Adaptability and resilience.
• Positive and proactive approach.

Why Join Us?

As a family-owned, independent Cornish business, we value every member of our talented team. We offer a range of benefits and perks to reflect our commitment to making our hotels such a desirable place to work. These include:

• £31,686.10 per annum plus tips.
• Permanent 40-hour contract.
• 4 day working week, offering excellent work-life balance.
• A people-centric working environment.
• Learning and internal career progression opportunities.
• 28 days holiday per year (and an extra day each year, up to 5 years completed service).
• Long service scheme – enjoy a complimentary stay at Bedruthan after your first year.
• Enjoy 40% off food and drinks, along with a range of other services throughout the hotel through our team discount scheme.
• Local partnership discounts.
• Health Shield Healthcare Plan.
• Temporary on-site team accommodation available.
• Free parking.
• Team socials and opportunities to connect and celebrate together.
• Access to wellbeing initiatives and support programmes.

Recognition & Reward

We believe great work should be recognised and celebrated. As part of the Red Hotels team, you'll benefit from:

• Annual awards recognising exceptional contributions across the business.
• Opportunities to contribute ideas and make a genuine impact.
• A culture that values innovation, collaboration and continuous improvement.

Perched on the rugged clifftops of North Cornwall, Bedruthan and Scarlet have always been trailblazers in hospitality, setting the standard for exceptional experiences and refined service. When you join us, you become part of one of the UK's most exciting independent hospitality businesses. This is an opportunity to lead, influence and elevate the guest experience at two exceptional hotels while enjoying a working pattern that gives you more time to enjoy life outside of work. This isn't simply a job — it's the place you want to be.

AGENCIES: We're not working with recruitment agencies on this role, and thank you for thinking of us. Any unsolicited CVs will be treated as direct applications and agency fees will not be due.