Guest Experience Manager - Luxury Estate, Surrey

Guest Experience Manager - Luxury Estate, Surrey

Salary:                £41,500 - £53,000

Location:           Surrey

We are seeking an exceptional Guest Experience Manager to join a 5* luxury estate in Surrey. This is an exciting opportunity for a service-driven hospitality professional to elevate the guest journey across every touchpoint and ensure our resort continues to deliver unforgettable, personalised experiences.

As Guest Experience Manager, you will lead our front-of-house, concierge, and guest relations teams, ensuring warm, intuitive, and seamless service at every stage of the guest journey. With a strong eye for detail and a passion for luxury hospitality, you will champion service excellence, enhance brand standards, and deliver memorable moments for every guest.

Responsibilities

Lead, coach, and inspire guest-facing teams to deliver consistently exceptional serviceOversee the full guest journey, from pre-arrival communication to post-stay follow-upManage all VIP and VVIP stays, ensuring tailored and personalised experiencesMonitor guest feedback, analyse trends, and drive continuous improvementCollaborate closely with F&B, Spa, Rooms Division, and Events to ensure seamless operationsSupport the implementation of guest experience initiatives and new service programsMaintain a strong presence on the floor, engaging guests and mentoring your team

Requirements

Experience in a guest experience, front-of-house, or rooms leadership role in a luxury hotel or resortForbes or LQA (Leading Quality Assurance) experience is essentialA natural people leader with excellent communication and emotional intelligencePassionate about personalised, high-touch guest serviceWell-organised, proactive, and able to thrive in a fast-paced luxury environmentStrong problem-solving skills with the ability to remain calm and professional under pressure