Guest Experience Manager - Luxury Hotel in Hertfordshire

Salary: Up to £38,000

We are looking for an experienced and personable Guest Experience Manager to join the team at a stunning luxury hotel in Hertfordshire. This is an exciting opportunity for a hospitality professional who thrives on creating memorable experiences, building genuine guest relationships and leading service standards across the property.

As Guest Experience Manager, you will be at the heart of the guest journey, ensuring every guest receives a highly personalised and seamless experience from pre-arrival through to departure.

You will act as a key ambassador for the hotel, working closely with Front Office, F&B, Housekeeping and Events to ensure exceptional service is delivered consistently.

Responsibilities:

• Overseeing the guest journey and ensuring consistently high service standards.
• Building strong relationships with guests and creating personalised experiences.
• Managing VIPs, repeat guests and special occasions.
• Proactively handling guest feedback and resolving any issues with professionalism and discretion.
• Working closely with operational departments to ensure a seamless guest experience.
• Coaching and supporting teams to embed a genuine guest-first culture.
• Monitoring guest feedback and identifying opportunities to continually improve service.
• Supporting the delivery of hotel events and special experiences.
• Ensuring guest preferences are captured and communicated effectively across the operation.

Requirements:

• Experienced within a luxury hotel or high-end hospitality environment.
• Passionate about delivering exceptional, personalised service.
• Naturally warm, engaging and confident with guests.
• Highly organised with excellent attention to detail.
• Comfortable dealing with VIP and high-profile guests.
• A strong communicator who can build relationships across all levels.
• Proactive, hands-on and able to remain calm under pressure.
• A natural team player with the confidence to lead by example.