At a Glance
- Tasks: Lead the guest journey and create unforgettable experiences at a luxury hotel.
- Company: The Lygon Arms, a historic hotel in Broadway with a warm atmosphere.
- Benefits: £35,000 salary, annual service charge, meals on duty, and discounts.
- Other info: Dynamic role with opportunities for training and development in a vibrant environment.
- Why this job: Join a passionate team dedicated to exceptional guest experiences and career growth.
- Qualifications: Management experience in luxury hospitality and strong communication skills.
The predicted salary is between 31500 - 38500 £ per year.
The Lygon Arms is a historic hotel in the heart of Broadway, offering 86 bedrooms, beautiful gardens and a warm, welcoming atmosphere for guests and team members alike.
What we offer our Guest Experience Manager
- £35,000 salary per annum
- Annual service charge circa £4.5k (non-contractual)
- Starting beginning of October
- Meals included on duty
- Employee recognition awards
- Cashback healthcare cover after probation
- Continued career development with recognised training providers
- 25% discount on all food and beverage
- Discount on spa treatment and products
- Refer a friend incentive
- Team social events, seasonal gifts and much more…
About the Role
As Guest Experience Manager, you will be responsible for ensuring every guest receives exceptional service throughout their stay.
Working closely with all hotel departments, you will oversee the guest journey from booking to post-stay follow-up, creating personalised and memorable experiences that encourage loyalty and repeat visits.
This is a hands‑on management role involving guest engagement, feedback management, team leadership and operational support.
You will work alongside Reception, Housekeeping, Spa, Food & Beverage and Maintenance teams to maintain the highest standards of luxury hospitality and deliver outstanding guest experiences every day.
Key Responsibilities
- Lead and oversee the guest journey from reservation through to post‑stay follow‑up.
- Manage pre‑arrival communications and coordinate guest requirements, preferences and special requests.
- Create bespoke experiences for VIP guests, returning visitors, special occasions, media visits and key travel partners.
- Lead the hotel’s guest feedback and reputation management programme, monitoring satisfaction scores, online reviews and feedback channels.
- Take ownership of service recovery, ensuring guest concerns are resolved professionally, empathetically and efficiently.
- Develop and implement guest experience initiatives, amenities and touchpoints that enhance satisfaction and loyalty.
- Attend operational meetings and communicate guest priorities effectively across departments.
- Provide operational support, including Reception and Duty Management responsibilities when required.
- Recruit, train, coach and develop the Guest Services team, fostering a high‑performing service culture.
- Ensure compliance with company policies, GDPR requirements, Health & Safety regulations and brand standards.
- Monitor luxury hospitality trends and competitor activity, making recommendations to strengthen The Lygon Arms’ guest offering and market position.
About You
- Has previous management experience within a luxury hotel, resort or high‑end hospitality environment.
- Demonstrates a genuine passion for delivering exceptional guest experiences.
- Is highly organised, proactive and solution‑focused.
- Has outstanding communication and relationship‑building skills.
- Is confident handling guest feedback and resolving concerns professionally.
- Is commercially aware and able to identify opportunities to enhance revenue and guest loyalty.
- Can work collaboratively across multiple departments in a fast‑paced environment.
If you are passionate about luxury hospitality and creating unforgettable guest experiences, we would love to hear from you.
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Guest Experience Manager employer: Iconic Hotels & Resorts
Iconic Hotels & Resorts is an exceptional employer, offering a vibrant work culture that prioritises service excellence and employee well-being. Located in the heart of Greater London, we provide our team with competitive salaries, performance bonuses, and wellness initiatives, alongside ample opportunities for professional growth within the luxury hospitality sector. Join us to be part of a dedicated team that values your contributions and fosters a rewarding career in an iconic setting.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Iconic Hotels & Resorts. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Iconic Hotels & Resorts
Don't be shy about reaching out to Iconic Hotels & Resorts directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Experience Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Iconic Hotels & Resorts and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Iconic Hotels & Resorts
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
