Guest Experience Manager - Sutton Coldfield The Belfry Hotel & Resort is an award-winning hotel, home to 300+ luxurious bedrooms and suites, several restaurants and bars, events and meetings spaces, a leisure club and spa. Our three golf courses, including The Brabazon, are recognised as world-class, and home to this year's Betfred British Masters. Whether you're drawn to our iconic golf courses, the serenity of the spa, the excitement of guest services, or our behind-the-scenes operations, there's a place for you in our vibrant team. We are writing a new and exciting chapter in the history of The Belfry. A major expansion and renovation project has begun at our resort, due for completion in Autumn 2025. With a substantial investment in excess of 80 million, we are enriching our resort including the addition of a new event space, The Masters Suite, 149 extra bedrooms, a state-of-the-art leisure club, and much more. We believe in taking care of our team just as much as we do our guests. That's why we were named in the 2024 Caterer's Top 30 Best Places to Work, as well as Springboard's 2024 Best Employer. So, join us on our journey as we unveil a new and unparalleled resort. RECEPTION & GUEST SERVICES The Reception and Guest Services team ensures exceptional service for every guest, welcoming over 300 daily check-ins and outs. With outstanding customer service, they exceed expectations by assisting with procedures, providing information, and addressing concerns. Their dedication creates a warm atmosphere, leaving guests with a positive impression of their stay at The Belfry Hotel & Resort., As Guest Experience Manager, you will be responsible for ensuring a seamless and personalised experience for all guests, from arrival to departure. You will act as the main point of contact for VIPs, handle guest feedback, resolve issues proactively, and lead a team focused on delivering exceptional service across all departments., + Serve as the primary liaison for VIP guests, celebrities, and high-profile visitors, ensuring bespoke service at every touchpoint. + Welcome and engage with guests throughout their stay, anticipating and addressing their needs. + Coordinate with all departments (Front Office, Housekeeping, Concierge, F&B, Spa, etc.) to ensure guest expectations are exceeded. + Handle complaints or issues promptly and professionally, following up to ensure complete guest satisfaction. + Monitor guest feedback from online reviews and in-house surveys, using insights to continuously improve service. + Train and support front-of-house teams in delivering outstanding guest relations. + Maintain detailed guest profiles and preferences to personalize future visits. + Collaborate with Sales, Events, and Marketing to support VIP experiences, special packages, and loyalty programs. + Manage the resorts kids' activities programme, ensuring success and satisfaction for our guests alongside marketing + Complete Duty Manager shifts and oversee the Duty Manager rotas, We inspire and develop our team through on-the-job coaching & mentoring, in-house training and provide access to our online learning platform, The Belfry Campus. We offer apprenticeships in a host of subjects delivering nationally recognised qualifications to help advance careers, and our LEAD development programme empowers and inspires our teams to grow from Team Member through to Executive roles. We aim to promote internally where possible, nurture ambition and ensure all our team looking to progress have development plans in place, to support you to achieve your potential. Wellness We prioritise your wellbeing with discounted gym memberships and wellness programmes for personal growth. Partnering with The Burnt Chef Project, we offer mental health support and access to funded counselling. Our healthcare schemes include life assurance, 24-hour GP services, and health cash-plans, while our Menopause Support programme provides tailored assistance. With Wagestream access, you can easily track earnings, manage savings, and access wages on your terms, promoting financial wellness. Our Cycle2Work scheme supports sustainable travel for environmental and team wellbeing. Showing our appreciation We appreciate our team with our annual Belfry Awards, long service recognition, and extra holidays for loyalty and team events. Enjoy discounts at our resort's restaurants, bars, spa, and golf, for you and your friends & family. Access to Perkbox provides discounts & vouchers for everyday use plus on the spot rewards for your hard work. We provide free parking, a subsidised taxi service, and complimentary meals during shifts. Making a difference We are committed to sustainability and are proud of our Silver Award from Green Tourism and GEO Certification. The Belfry, spanning 550 acres in the Midlands, prioritises giving back to our local community and protecting wildlife. We integrate ESG into everything we do, from charity initiatives, raising over 20,000 last year, to golf course maintenance. We track charitable work at personal, departmental, and resort-wide levels to showcase our community contributions. Our Values Working here is more than 'just a job': we are a community that values each individual's contribution and growth, whilst supporting each other's success - regardless of department or role. Our Belfry Beliefs - Make a Difference, Own Our Actions, Better Together, and Deliver Every Day - aren't just words; they're the foundation of our culture and the essence of who we are.

+ Previous experience in a similar Guest Relations or Front Office leadership role within a 4

• or 5 hotel environment.
+ Passion for hospitality and delivering outstanding guest service. + Impeccable communication and interpersonal skills. + Ability to manage and resolve challenging situations with professionalism and empathy. + Strong organizational skills and attention to detail. + Proficient in property management systems (e.g., Opera) and Microsoft Office Suite. + Flexible to work shifts, weekends, and bank holidays as required.

The on target earning potential for this role is a 31,742 annual salary, comprising a base salary of 30,162 supplemented by an estimated 1,580 in gratuities per annum, ensuring a rewarding compensation package.