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- Tasks: Lead unforgettable guest experiences and shape the future of holiday stays.
- Company: Forge Holiday Group, a leader in nature-based holidays with award-winning brands.
- Benefits: Competitive salary, bonus scheme, generous holiday allowance, and wellbeing perks.
- Why this job: Make a real impact on guest experiences while promoting sustainability and innovation.
- Qualifications: Senior leadership experience in hospitality and strong team management skills.
- Other info: Join a diverse, inclusive team passionate about creating memorable moments.
The predicted salary is between 55000 - 70000 £ per year.
Shape the future of unforgettable stays. Lead experiences that truly matter. At Forge Holiday Group, we don’t just do holidays, we create unforgettable moments. With award-winning brands like Forest Holidays and Sykes Holiday Cottages, we’re 1,700+ people strong and powered by four values: One Business One Team, Keep it Simple, Grow & Learn, Sustainable Impact.
Why This Role is Special:
- Transform Experiences: Lead the creation of unforgettable guest journeys across the UK’s premier short-term let and nature-based holiday brands. Every stay you shape leaves a lasting impression.
- Lead with Influence: Play a key role in defining and evolving the Forge Holiday Group House Model, setting the standard for excellence across all locations.
- Champion Culture: Be part of a values-driven, people-first business with sustainability and innovation at its heart.
- Inspire Creativity: Blend consistency with local character to design experiences guests love and remember.
About The Role
The Head of Guest Experience leads the in-stay guest experience for Forest Holidays and shapes the group-wide experience strategy across Forge Holiday Group, including Regional Brands and the wider Sykes business. Reporting to the Group COO, this is an operational leadership, hands-on role, with direct management of five specialist managers and accountability for food & beverage, retail, activities and ecology. You will spend most of your time where it matters–on the ground. Leading teams, coaching, visiting locations, reviewing guest feedback and holding standards. Alongside that, you’ll drive continuous improvement, run cross-functional workshops and evolve the in-stay experience proposition. Success requires visibility, operational discipline and the desire to deliver consistent, high-quality experiences every day.
What You Need To Know:
- Salary: £65,000 to £80,000 per annum (depending on experience).
- Location: Regular travel across the UK and to HQ in Chester.
- Report To: Chief Operating Officer.
What You’ll Bring
- Senior leadership experience in multi-site hospitality, leisure or holiday operations with hands-on experience managing geographically dispersed teams.
- Proven ability to build, lead and develop strong operational teams, with a track record of delivering consistently high service standards.
- Experience in service design and proposition development, with clear evidence of commercial impact.
- Strong P&L ownership, with experience driving revenue and margin growth in competitive environments.
- Excellent stakeholder management and communication skills, able to work effectively across functions and with site-based teams.
- Commercial confidence, with experience owning performance and outcomes.
- Experience leading multi-disciplinary, customer-facing functions.
- Deep understanding of guest insight, NPS and continuous improvement methodologies.
- Executive presence and credibility, able to influence across functions and brands.
It’s a big plus if you also bring:
- Previous experience in holiday parks, short-term rentals, or cabin/lodge environments.
- Familiarity with ecology, conservation, or nature-based tourism.
- Experience managing a multi-brand portfolio.
- Background in digital or service innovation (e.g., apps, guest journeys, loyalty platforms).
- A project management qualification or certification.
- Experience working within franchise or partnership models.
- Engagement with industry benchmarks or professional bodies, such as the Institute of Hospitality or Customer Experience Excellence Centre – with willingness to represent Forge externally.
This role is for you if you are…
- Resilient, determined and comfortable driving change in complex environments.
- Commercially minded but deeply guest-centric.
- Visible, hands-on and comfortable holding teams to account.
- Influential without relying on hierarchy.
- Passionate about sustainability, nature and meaningful experiences.
- Equally confident talking strategy or rolling up your sleeves on site.
Forge Holiday Group Benefits:
- Annual STIP Company-wide Bonus Scheme offering up to an additional 25% of your salary through our performance-based bonus program.
- 33 days holiday (incl. bank hols) + extra days for long service.
- Your birthday off.
- 2 paid volunteering days.
- Enhanced Maternity and Paternity Leave – (24 weeks maternity, 3 weeks paternity at 100% pay).
- B Corp certified – we care about people & planet.
- Exclusive holiday discounts for you, friends, and family.
- Wellbeing perks, gym access at HQ, health cash plan.
- Hybrid working & on-site parking.
We’re all about diversity, inclusion, and bringing your authentic self to work. Need adjustments for the recruitment process? Just ask.
Ready to lead experiences guests will never forget? If you’re a senior hospitality leader who thrives on operational excellence, loves building teams, and wants to shape experiences rooted in nature, sustainability and commercial impact, we’d love to hear from you. Apply now or share with someone who should be our next Head of Guest Experience.
Head of Guest Experience in England employer: Forge Holiday Group Ltd
Contact Detail:
Forge Holiday Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Guest Experience in England
✨Tip Number 1
Get to know the company inside out! Research Forge Holiday Group, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for creating unforgettable guest experiences.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have. This could give you insider info that sets you apart from other candidates.
✨Tip Number 3
Prepare for the interview by thinking about how you can transform guest experiences. Have specific examples ready that showcase your leadership skills and how you've driven change in previous roles. Show them you’re the perfect fit for leading their teams!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Forge Holiday Group family.
We think you need these skills to ace Head of Guest Experience in England
Some tips for your application 🫡
Show Your Passion for Guest Experience: When writing your application, let your enthusiasm for creating unforgettable guest experiences shine through. Share specific examples of how you've transformed guest journeys in previous roles, and why you believe this is important in the hospitality industry.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the values and requirements mentioned in the job description. Highlight your leadership experience and any relevant achievements that align with Forge Holiday Group's mission of delivering high-quality experiences.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We want to see your personality, but also your ability to communicate effectively, which is key in a role like this.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Forge Holiday Group Ltd
✨Know Your Guest Experience
Before the interview, dive deep into Forge Holiday Group's brands and their unique guest experiences. Understand what makes Forest Holidays and Sykes Holiday Cottages stand out. Be ready to discuss how you can enhance these experiences and bring your own ideas to the table.
✨Showcase Your Leadership Style
As a Head of Guest Experience, your leadership will be crucial. Prepare examples of how you've successfully led teams in multi-site operations. Highlight your hands-on approach and how you've driven change while maintaining high service standards.
✨Demonstrate Commercial Acumen
Be prepared to discuss your experience with P&L ownership and how you've driven revenue growth in previous roles. Bring specific examples of how your decisions have positively impacted the bottom line, especially in competitive environments.
✨Emphasise Sustainability and Innovation
Forge Holiday Group values sustainability and innovation. Share your insights on how you can integrate these principles into guest experiences. Discuss any relevant projects or initiatives you've led that align with these values, showcasing your passion for meaningful experiences.
