Guest Experience Manager

As our Guest Experience Manager, you'll take overall ownership of guest experience standards across the Retreat. Leading both Front and Back of House teams, you'll ensure every guest interaction is memorable and every operational KPI is met. As a key member of the Senior Management Team, you'll deputise for the General Manager when required, maintaining consistently high performance and service excellence across the location.

Your Responsibilities:
Guest Experience

Deliver a seamless and exceptional guest journey from arrival to departure
Engage with guests, gather feedback, and resolve issues proactively
Lead service recovery and implement improvements based on reviews

️ Food & Beverage Operations

Oversee all F&B operations, ensuring top-quality service and standards
Drive revenue through upselling, cross-selling, and cost management
Manage stock, suppliers, and outlet performance

Revenue & Commercial Performance

Support revenue targets and budgets
Identify new revenue opportunities and growth initiatives
Monitor daily performance across accommodation, F&B, and activities

Team Leadership & Development

Lead, motivate, and develop F&B and Ranger teams
Influence a positive, service-focused team culture
Manage staffing, recruitment, training, and performance

Ranger & Activities Management

Oversee Ranger-led experiences, ensuring engagement and safety
Optimise activity schedules and monitor participation

Operations & Duty Management

Act as Duty Manager when required
Handle operational challenges, guest issues, and emergencies
Maintain visible leadership and cross-department coordination

Reporting & Strategy

Analyse guest, F&B, and activity performance to drive improvements
Support strategic planning and identify new growth opportunities

We're looking for a dynamic, hands-on leader who thrives on creating extraordinary guest experiences. You'll bring energy, enthusiasm, and a genuine passion for hospitality, inspiring your team to deliver excellence every day.

Full UK driving license and access to a vehicle
Senior management experience, ideally overseeing large operational teams
Strong leadership, planning, and organisational skills
A genuine passion for delivering exceptional guest experiences
Proven customer service management experience.
Outstanding communication and relationship-building skills
Strong commercial awareness and problem-solving ability
IT literate - MS Office & databases
Ability to work collaboratively, under pressure, and influence at all levels

We have an exciting opportunity for a Guest Experience Manager to join our passionate team at Delamere. Work in one of the UK's most stunning woodland locations, developing your skills while leading a team that provides outstanding service and sparkling-clean cabins for our guests. Our cabins at Delamere are tucked away in the largest woodland area in Cheshire. A peaceful escape under starry skies, surrounded by nature and designed to help guests unwind, recharge, and reconnect.

This is more than a management role - it's your chance to lead, inspire, and bring the magic of our Forest Retreat to life every day., We're not your typical hospitality business. We create memorable stays in beautiful forest locations while protecting and conserving the land around us. With over 800 colleagues across the UK, we're passionate about sustainability, wellbeing and helping people reconnect with nature.

31 days holiday (including bank holidays), plus extra with long service
Annual bonus linked to customer service performance
Enhanced maternity & paternity pay
Subsidised meals while on shift
Discounted Forest Holidays and Sykes Cottages breaks for you, friends & family
One paid volunteering day each year
Pension scheme, life assurance & health cash plan
Long service awards, wellbeing events & team celebrations
️ Hundreds of retail discounts across top UK brands

At Forest Holidays, we believe in creating an inclusive workplace where everyone feels welcome. If you need any adjustments during the recruitment process, we'll be happy to support you.

Please note: If successful in the role, any job offer will be subject to pre-employment checks, including a basic criminal record check.