Guest Experience Manager in Burton upon Trent

Guest Experience Manager Hoar Cross Hall | Staffordshire

Are you passionate about creatingexceptional guest experiences and making every visit feel genuinely special?

We’re looking for an experiencedGuest Experience Manager to join the team at Hoar Cross Hall, taking a leadingrole in ensuring every guest enjoys a warm, personalised and seamlessexperience from the moment they arrive to the moment they leave.

As Guest Experience Manager,you’ll be at the heart of the guest journey. You’ll be highly visible acrossthe property, building relationships with guests, anticipating their needs andworking closely with teams across the hotel and spa to deliver consistentlyexceptional standards.

You’ll also oversee our DutyManager operation, taking a proactive and forward-thinking approach to ensuringthe property is always guest-ready and that the guest journey runs seamlessly.

What you'll be doing

• Being a visible, warm and approachable presencethroughout the property, ensuring our guests feel genuinely welcomed andvalued.
• Overseeing the guest journey and proactivelyidentifying opportunities to make each experience exceptional.
• Taking ownership of guest feedback and complaints,resolving concerns professionally and delivering effective servicerecovery.
• Personally welcoming VIPs, returning guests andguests who may require additional support or attention.
• Coordinating special occasions, individual requestsand memorable ‘wow’ moments.
• Working closely with Housekeeping to ensure VIProoms are prepared and presented to the highest standard.
• Maintaining a professional presence acrossrestaurants, bars and guest areas, particularly during peak serviceperiods.
• Overseeing and undertaking Duty Manager shifts,supporting the smooth day-to-day operation of the property.
• Regularly checking guest areas to ensure they arebeautifully presented and guest-ready.
• Working collaboratively with Front Office, Food& Beverage, Housekeeping, Spa, Events and Maintenance to create aseamless guest experience.
• Supporting operational teams during busy periodswhen required.
• Coaching and supporting guest-facing teams toanticipate guest needs and consistently deliver outstanding service.
• Identifying trends in guest feedback and workingwith managers to continuously improve the guest experience.
• Leading by example and helping to create a warm,professional and guest-focused culture.
• Supporting a safe, secure and well-maintainedenvironment for guests, colleagues and visitors, in line with our Health& Safety procedures.

Our Hiddenwell Values

Our values are at the heart of howwe work and the experiences we create. As Guest Experience Manager, you’ll leadby example and bring our values to life every day:

Integrity – doing the rightthing, taking ownership and being open and honest with our guests andcolleagues.
Excellence – taking pridein the details, continually looking for ways to improve and striving to createexceptional experiences.
Teamwork – workingcollaboratively across the whole property, supporting one another andrecognising that the best guest experiences are created together.
Commitment – beingpassionate about what we do, following through on our promises and going theextra mile when it matters.
Respect – treating everyguest and colleague with warmth, consideration and professionalism, and valuingthe contribution everyone makes.

About you

You’ll be someone who genuinelyenjoys being around people and takes pride in creating memorable experiences.Just as importantly, you’ll naturally reflect our Hiddenwell values ofIntegrity, Excellence, Teamwork, Commitment and Respect in the way you lead,communicate and care for our guests and colleagues.

Ideally, you’ll bring:

• Have previous supervisory or management experiencewithin a luxury hotel, spa or high-end hospitality environment
• Have experience within Guest Experience, Front Office orwider hotel operations
• Have a genuine passion for delivering exceptional andpersonalised guest service
• Have a warm, engaging and confident approach
• Have experience supporting VIP and high-profile guests
• Have confidence in handling complaints and resolvingchallenging situations with tact, diplomacy and professionalism
• Have exceptional leadership and communication skills, withthe ability to build effective relationships across different departments
• Have excellent organisation and attention to detail
• Have a proactive, hands-on approach and the confidenceto make decisions in a busy operational environment
• Have a calm and professional approach when working underpressure
• Have a natural ability to coach, support and motivateothers
• Have confidence using Microsoft Office and hotelreservation or property management systems
• Have the flexibility to work evenings, weekends and public holidays in line with the needs of the business
• Have a qualification in HospitalityManagement, Hotel Management or a related subject would be advantageous, but itisn’t essential

Additional Information

• 45 hours per week
• Working 5 out of 7 days (inclusive of evenings, weekendsand public holidays)
• £37,000 per annum

What We Offer

• Work in a picturesque, historic estate with a focuson luxury and high standards in hospitality
• Complimentary Spa Day on work anniversaries at anyof our company spas
• Free meal provided daily through our staff canteen
• Complimentary use of leisure and spa facilities
• Access to the Employee Assistance Program
• 30% discount on overnight stays and spa days
• Discounts on food, drink and retail across ourvenues
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• Excellent Induction and training programme
• Perkbox Online benefits and discounts
• On-line Doctor support (appointments/prescriptions)
• A fun, supportive and inclusive work environmentwith loads of development opportunities

Why Hiddenwell?

At Hiddenwell, we believe the bestguest experiences are created by people who genuinely care. We want ourcolleagues to feel empowered to make a difference, supported to be attheirbest and proud of the experiences we create together.

This is an opportunity to play akey role in the guest experience at Hoar Cross Hall, working across theproperty, collaborating with a wide range of teams and having the freedom tomake a genuine difference.

If you’re an experiencedhospitality professional who notices the details, loves being present on thefloor and believes exceptional service comes from making every guest feelindividually valued, we’d love to hear from you.

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