Guest Operations Manager

Guest Operations Manager focuses on overseeing all guest contact operations, including reservations, amendments, cancellations, policy queries, and issue resolution.

What the role involves

• Overseeing all guest contact operations, including reservations, amendments, cancellations, policy queries, and issue resolution.
• Ensuring guest enquiries are handled accurately, efficiently, and in line with service standards and brand guidelines.
• Managing end-to-end gift card fulfilment, including stock control, distribution, tracking, and issue resolution.
• Overseeing administrative functions within the Guest Experience team, including documentation, system updates, and reporting.

Skills and requirements

• Relevant leadership, project, operations, people-management, or stakeholder experience is useful.

Confirmed role details

• The Guest Operations Manager is responsible for the operational execution of all guest-facing and guest-support functions across our spa and hotel properties.
• Own team performance, operational accuracy, and service standards, while continuously improving guest satisfaction, conversion, and loyalty.
• Competitive Rate of Pay.
• 30% discount on overnight stays and spa days.

Candidate fit

• operational ownership, people coordination, problem-solving, and clear communication

Additional role context

• Directly manage the Assistant Manager, supporting the day-to-day supervision of the Guest Experience team.
• Process Improvement & Cross-Functional Collaboration.
• Identifying operational inefficiencies or recurring guest issues and implement effective process improvements.