At a Glance
- Tasks: Lead the Guest Experience team and ensure top-notch service across our spa and hotel properties.
- Company: Join a dynamic hospitality company focused on exceptional guest experiences.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on continuous improvement and collaboration.
- Why this job: Make a real impact on guest satisfaction and lead a passionate team.
- Qualifications: Experience in operations or guest experience with strong leadership skills.
The predicted salary is between 42000 - 42000 £ 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 fulfillment 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 Fulfillment & Administrative Operations
- Managing end-to-end gift card fulfillment, 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 fulfillment 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, fulfillment, 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 fulfillment 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
- Have excellent operational execution and attention to detail.
- Have proven people leadership and coaching capability.
- Have a process improvement and continuous improvement mindset.
- Be guest-centric service delivery.
- Be 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.
Additional Information
- 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.
- Salary: £42,000.00.
Guest Operations Manager employer: Hiddenwell - Reservations
As a Guest Operations Manager at our Moreton-in-Marsh location, you will join a dynamic team dedicated to delivering exceptional guest experiences in a vibrant spa and hotel environment. We pride ourselves on fostering a supportive work culture that encourages professional growth, with opportunities for leadership development and continuous improvement initiatives. Our commitment to employee well-being is reflected in our flexible working arrangements and competitive salary, making us an excellent employer for those seeking a rewarding career in hospitality management.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Operations Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who might know about openings for Guest Operations Managers. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by practising common questions related to guest experience and operational management. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you’ve led teams or improved processes in previous roles. This will demonstrate your capability to manage the Guest Experience team effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
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 Guest-Centric Mindset:In your application, emphasise your passion for delivering exceptional service. We love candidates who can demonstrate a strong guest-centric approach, so share examples of how you've improved guest satisfaction or resolved complex issues in the past.
Highlight Your Process Improvement Skills:Since this role involves identifying operational inefficiencies, make sure to mention any experience you have with process improvements. We’re keen to see how you’ve implemented changes that enhanced service delivery or operational accuracy.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Hiddenwell - 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 and operational excellence.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your experience in recruitment, training, and performance management. Be ready to discuss how you foster a culture of ownership and continuous improvement within your team.
✨Be Data-Driven
Since the role involves tracking KPIs and analysing trends, come prepared with examples of how you've used data to inform decisions in previous roles. Discuss specific metrics you've improved and how that impacted guest satisfaction or operational efficiency.
✨Demonstrate Cross-Functional Collaboration
Think of instances where you've worked with other departments to enhance operations. Be ready to share how you’ve collaborated with IT, Finance, or Marketing to solve problems or improve processes, as this is key to the role.
