Guest Experience Manager

1 week ago

Ayr, United Kingdom Leisure People Recruitment Full time

Guest Experience Manager


I am looking for a guest experience manager to work at one of the leading leisure destinations in Scotland that welcomes thousands of holiday makers each week to enjoy a huge range of entertainment, hospitality and leisure activities staying on site. This is a hugely important within the business and as one of the senior management team, you play a pivotal role in driving the experience for all the owners and holidaymakers who come to the venue throughout the year. You will be directly responsible for managing several key departments including front of house, the HR team and clubroom team whilst also influencing the senior management team across hospitality, sales, leisure and operations and the hundreds of team members who are employed across the venue. You will need to be obsessed with the delivery of exceptional customer service. Key responsibilities include:


  • Provide visionary leadership to the Experience team, setting clear goals and expectations, and motivating the team to achieve outstanding results,.
  • Interacting with guests, building trusted relationships with owners, and addressing both their needs and concerns.
  • You will be responsible for handling escalated guest issues and ensuring that they are resolved promptly and satisfactorily,
  • Develop and execute strategic plans to achieve departmental and organizational objectives, including budgeting and resource allocation.
  • Recruit, train, mentor, and evaluate your teams performance, fostering a culture of collaboration, innovation, and professional development.
  • Continuously assess departmental performance and implement improvements, ensuring efficient processes and high-quality outcomes.
  • Collaborate with internal and external stakeholders to build strong relationships, identify opportunities for growth, and ensure guest satisfaction.
  • Provide regular reports to senior management, highlighting departmental achievements, challenges, and future plans.

We are keen to hear from candidates who can demonstrate:


  • Significant experience working at a senior level within a Guest/Customer centric role/business, ideally in a high footfall hospitality or leisure business
  • Strong leadership and management skills, with a proven ability to motivate and develop your team,
  • Excellent strategic planning and problem-solving abilities.
  • Confident decision maker with ability to exercise sound judgement and manage conflicting priorities when under pressure


You will need a take a flexible approach to your working week, which is a 40-hour contract, working 5 days out of 7. You will manage your own rota and be expected to work a combination of shifts during the week and up to 3 weekends out of four during the peak trading season. Out of the peak trading season there will not be the same need to work most weekends.


My client is offering a sector leading salary of up to 50K dependent on experience, the business consistently pays out on their bonus schemes of up to 25% of the basic salary .The offer an exceptional opportunity to develop your career going forward with several training and development opportunities available. There is the potential opportunity to secure accommodation at the venue in the medium term.


Due to the anticipated high level of interest in this opportunity only candidates meeting the desired criteria will be contacted.

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