Head of Guest Experience

4 days ago

Chester, United Kingdom Forge Holiday Group Ltd Full time

**Shape the Future of Guest Experience at Forge Holiday Group ✨**

At Forge Holiday Group, we don’t just do holidays, we create unforgettable moments.

With award-winning brands like **Forest Holidays** and **Sykes Holiday Cottages**, we’re 1,700+ people strong and powered by four values**:One Business, Keep it Simple, Grow & Learn, Sustainable Impact.**

**Why This Role is Special**:

- Transform Experiences: Lead the creation of unforgettable guest journeys across the UK’s premier short-term let and nature-based holiday brands. Every stay you shape leaves a lasting impression.
- Lead with Influence: Play a key role in defining and evolving the Forge Holiday Group House Model, setting the standard for excellence across all locations.
- Champion Culture: Be part of a values-driven, people-first business with sustainability and innovation at its heart.
- Inspire Creativity: Blend consistency with local character to design experiences guests love and remember.

**About the Role**

As Head of Guest Experience, you’ll set the standard for what great looks like. From seamless pre-arrival comms, to warm welcomes, to memorable in-stay moments, you’ll ensure every guest feels genuinely connected to the places they visit and the brands they choose.

**You’ll Own**:

- Defining & delivering our Guest Experience House playbook.
- Leading central guest services & on-site experience teams.
- Driving guest satisfaction, loyalty, and advocacy.
- Championing innovation & partnerships that enhance experiences.
- Embedding training & service standards aligned to our values.

**What You Need To Know**:

- Salary: £65,000 to £80,000 per annum (depending on experience).
- Location: Regular presence at Chester HQ.
- Report To: Chief Commercial Officer.

**What You’ll Bring**:

- Bachelor’s degree in Hospitality Management, Business Administration, or equivalent experience.
- Extensive Senior leadership experience in hospitality, tourism, or multi-site operations.
- A track record of uplifting NPS and guest satisfaction while driving commercial outcomes.
- Creative flair for experience design with strong data-driven decision-making.
- Inspirational leadership, cross-functional collaboration, and commercial acumen.

**Forge Holiday Group Benefits**:

- Annual STIP Company-wide Bonus Scheme offering up to an additional 25% of your salary through our performance-based bonus program
- 33 days holiday (incl. bank hols) + extra days for long service
- Your birthday off
- 2 paid volunteering days
- Enhanced Maternity and Paternity Leave - (24 weeks maternity, 3 weeks paternity at 100% pay)
- B Corp certified - we care about people & planet
- Exclusive holiday discounts for you, friends, and family
- Wellbeing perks, gym access at HQ, health cash plan
- Hybrid working & on-site parking

**We’re all about diversity, inclusion, and bringing your authentic self to work. Need adjustments for the recruitment process? Just ask.**

Ready to shape experiences that guests will never forget?

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