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- Tasks: Lead exceptional guest experiences and oversee hospitality operations at a premier arts festival.
- Company: The Grange Festival, a growing arts organisation in Hampshire.
- Benefits: Competitive salary, hands-on role, and opportunities for professional growth.
- Other info: Dynamic environment with peak periods requiring hands-on leadership and strategic oversight.
- Why this job: Shape memorable experiences for high-value guests while driving revenue and operational excellence.
- Qualifications: Extensive hospitality experience and strong relationship-building skills required.
The predicted salary is between 36000 - 40000 ÂŁ per year.
The Grange Festival is looking for an experienced and highly skilled hospitality professional to lead our guest experience and hospitality programme. This is a senior, hands-on role at the heart of a premier arts organisation, offering the opportunity to build meaningful relationships with high-net-worth patrons, members, and guests, while overseeing the operational excellence that ensures every interaction is seamless.
This role also carries a strong commercial focus. You will play a key part in driving revenue through ticket sales, dining, and membership, with a proactive and thoughtful approach to upselling and conversion, always aligned with delivering an exceptional guest experience.
The Grange Festival is currently undergoing a significant period of growth, presenting the chance for the right candidate to shape the evolution of our audience experience and take on increasing responsibility as the organisation expands.
Why This Role is Special- Lead the delivery of truly exceptional experiences for discerning guests and high-value patrons.
- Balance strategic relationship management with operational oversight and hands-on delivery.
- Play a central role in shaping how our audience engages with The Festival, leaving a lasting impression of excellence and warmth.
- Influence systems, processes, and service design across a growing, dynamic organisation.
- Contribute directly to revenue growth through guest engagement, upselling, and conversion.
- Build Exceptional Guest Relationships
- Be the first point of contact for our most valued guests, delivering a high-touch, personalised service.
- Maintain strong, trusted relationships with repeat attendees and high-net-worth patrons.
- Identify opportunities to enhance each guest’s visit through tailored recommendations, including ticket upgrades, dining, and membership.
- Manage complex or sensitive requests with discretion, care, and professionalism.
- Drive Revenue & Commercial Performance
- Proactively support the generation of ticket, dining, and membership revenue through effective conversion of enquiries.
- Confidently upsell hospitality packages, premium seating, and add-ons in a way that enhances the guest experience.
- Monitor booking patterns and identify opportunities to maximise occupancy and yield.
- Work closely with internal teams to support sales initiatives and campaign delivery.
- Oversee day-to-day operations and commercial performance of the on-site shop, ensuring an engaging retail experience that supports overall revenue growth and brand presentation.
- Lead Operational Excellence
- Oversee bookings, seating allocations, and hospitality arrangements, ensuring all guest requirements are met flawlessly.
- Maintain operational standards during peak periods, combining strategic oversight with hands-on execution.
- Ensure dietary requirements, accessibility needs, and bespoke requests are captured and executed with precision.
- Manage Financial & Systems Processes
- Oversee ticketing, dining, and donation payments, including cash handling, reconciliation, and use of on-site payment devices.
- Maintain accurate records in Spektrix or comparable CRM/ticketing systems, monitoring data quality and integrity.
- Identify opportunities to improve workflows, processes, and guest-facing systems.
- Lead and Support Your Team
- Manage seasonal staff during peak periods, setting rotas and providing hands-on guidance.
- Lead by example, demonstrating exceptional service standards and commercial awareness.
- Support the development and coordination of front-of-house and hospitality staff.
- Be Hands-On
- Actively handle inbound guest enquiries via phone, email, and in-person during peak periods, converting interest into confirmed bookings.
- Support bookings, ticketing, and hospitality execution directly, ensuring every interaction reflects The Grange Festival’s high standards.
- Extensive experience in hospitality, luxury service, or customer-facing roles, ideally within a hotel or premium guest environment.
- Commercially minded, with a proven ability or strong instinct for upselling, conversion, and revenue generation.
- Proven ability to build long-term relationships quickly and maintain high levels of loyalty.
- Strong operational and organisational skills with meticulous attention to detail.
- Confident using CRM or ticketing systems (Spektrix or comparable) and managing financial processes.
- Comfortable working strategically while “rolling up your sleeves” during busy periods.
- Calm, solutions-focused, and able to make excellent decisions under pressure.
- Ambitious and excited by the opportunity to grow within a rapidly expanding organisation.
- Full-time: 35 hours/week outside peak season.
- Peak period (June–July) requires extended hours and weekends; TOIL provided.
- Hands-on operational responsibility during peak periods; in the off-season, the team is very small, and you will be responsible for managing all incoming calls and emails.
- Unique opportunity to combine high-end hospitality leadership with a role offering both influence and operational impact, in an organisation undergoing significant growth.
Locations
Head of Guest Experience & Hospitality in Alresford, Hampshire employer: The Grange Festival
Contact Detail:
The Grange Festival Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Guest Experience & Hospitality in Alresford, Hampshire
✨Tip Number 1
Network like a pro! Get out there and connect with people in the hospitality industry. Attend events, join relevant groups, and don’t be shy about reaching out to folks on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Show your passion for guest experience! When you get the chance to chat with potential employers, share your ideas on enhancing guest interactions. They’ll love hearing your thoughts on upselling and creating memorable experiences.
✨Tip Number 3
Be proactive! If you see a job you like, don’t wait around. Apply through our website and follow up with a friendly email. A little nudge can go a long way in showing your enthusiasm for the role.
✨Tip Number 4
Prepare for interviews by practising common questions related to hospitality and guest experience. Think about how you can demonstrate your operational excellence and relationship-building skills. Confidence is key!
We think you need these skills to ace Head of Guest Experience & Hospitality in Alresford, Hampshire
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for guest experience shine through! Share specific examples of how you've created memorable moments for guests in the past. We want to see that you genuinely care about making every interaction special.
Tailor Your Application: Make sure to customise your application to reflect the key responsibilities and skills mentioned in the job description. Highlight your experience with upselling and revenue generation, as these are crucial for this role. We’re looking for someone who aligns perfectly with our vision!
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity, so make sure your achievements and experiences stand out without unnecessary fluff!
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 the role. Plus, it shows you’re keen on joining our team at The Grange Festival!
How to prepare for a job interview at The Grange Festival
✨Know Your Audience
Before the interview, research The Grange Festival and its audience. Understand their values and what high-net-worth patrons expect from a premier arts organisation. This knowledge will help you tailor your responses and demonstrate that you can build exceptional guest relationships.
✨Showcase Your Upselling Skills
Prepare examples of how you've successfully upsold in previous roles. Be ready to discuss specific strategies you used to enhance guest experiences while driving revenue. This will show that you have the commercial focus needed for the Head of Guest Experience & Hospitality role.
✨Demonstrate Operational Excellence
Be prepared to talk about your experience managing operations in a hospitality setting. Highlight your attention to detail and ability to maintain high standards during peak periods. Use specific examples to illustrate how you've ensured seamless guest experiences in the past.
✨Emphasise Relationship Management
Discuss your approach to building long-term relationships with guests. Share stories that highlight your ability to manage complex requests with care and professionalism. This will show that you understand the importance of personalised service in enhancing guest loyalty.