Guest Experience Manager - Luxury Estate

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.

• Lead, coach, and inspire guest-facing teams to deliver consistently exceptional service
• Oversee the full guest journey, from pre-arrival communication to post-stay follow-up
• Manage all VIP and VVIP stays, ensuring tailored and personalised experiences
• Monitor guest feedback, analyse trends, and drive continuous improvement
• Collaborate closely with F&B, Spa, Rooms Division, and Events to ensure seamless operations
• Support the implementation of guest experience initiatives and new service programs
• Maintain a strong presence on the floor, engaging guests and mentoring your team

• Experience in a guest experience, front-of-house, or rooms leadership role in a luxury hotel or resort
• Forbes or LQA (Leading Quality Assurance) experience is essential
• A natural people leader with excellent communication and emotional intelligence
• Passionate about personalised, high-touch guest service
• Well-organised, proactive, and able to thrive in a fast-paced luxury environment
• Strong problem-solving skills with the ability to remain calm and professional under pressure