Guest Experience Manager
4 days ago
Cannock
Guest Services Manager 9 Month Fixed-Term Contract | £35,000 + Bonus | Cannock, West Midlands Are you a hospitality or retail leader who thrives on delivering outstanding customer experiences? We’re seeking a Guest Experience Manager to join a prestigious retail and leisure destination in Crannock. This is a maternity cover contract running until mid-May 2026, offering you the opportunity to lead a dynamic team in a fast-paced, guest-focused environment. The Role • Championing service excellence across the centre and resolving guest issues promptly, • Managing, training, and motivating a guest-facing team to exceed expectations, • Delivering against KPIs including guest satisfaction scores, gift card sales, and commercial opportunities, • Ensuring guest-facing areas are presented to the highest standard, • Managing budgets and ensuring operational compliance, • Analysing performance data to identify areas for improvement About You • Passionate about creating outstanding guest experiences, • Experienced in managing guest-focused teams in hospitality, retail, or leisure environments (luxury hotels, events, airlines or similar), • Skilled in building strong relationships with guests, stakeholders, and team members, • Confident producing reports, managing budgets, and forecasting activity, • A natural leader with a positive, can-do attitude and the ability to manage rotas in a fast-paced setting Benefits • 25 days holiday per annum, • Company pension contribution of 9% into a Self-Invested Personal Pension Plan (SIPP) Private Medical Insurance & Cashplan (individual cover), • Critical Illness Insurance, • Income Protection Insurance, • Life Assurance, • Discretionary bonus scheme (up to 20% of salary)