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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 career growth.
- Other info: Dynamic environment with peak periods requiring hands-on leadership and strategic oversight.
- Why this job: Shape memorable experiences for high-value patrons 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.
Head of Guest Experience & Hospitality in Alresford 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
✨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 potential contacts on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your personality! When you get the chance to meet potential employers or attend interviews, let your passion for guest experience shine through. Share stories of how you've gone above and beyond for guests in the past – it’ll make you memorable!
✨Tip Number 3
Be proactive! If you see a role that excites you, don’t wait for the perfect moment. Apply through our website and follow up with a friendly email expressing your enthusiasm. It shows initiative and can set you apart from other candidates.
✨Tip Number 4
Prepare for the unexpected! In hospitality, things can change quickly. Be ready to discuss how you handle pressure and adapt to new situations during interviews. Highlight your operational skills and how you maintain high standards even when things get hectic.
We think you need these skills to ace Head of Guest Experience & Hospitality in Alresford
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 in upselling and relationship management, as these are crucial for the 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 clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm for the role.
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 makes their guest experience unique. This will help you tailor your responses and show that you're genuinely interested in enhancing their hospitality programme.
✨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 demonstrate your commercial focus and ability to contribute to their growth.
✨Demonstrate Operational Excellence
Be prepared to discuss your experience with managing operations during peak periods. Share specific instances where you maintained high standards under pressure, as this role requires a balance of strategic oversight and hands-on execution.
✨Build Relationships on the Spot
During the interview, practice building rapport with your interviewers. Use active listening and engage with their questions thoughtfully. This will reflect your ability to create meaningful relationships with guests and high-net-worth patrons, which is crucial for the role.