Guest Operations Manager

Location: Moreton-in-Marsh

The Role

The Guest Operations Manager is responsible for the operational execution of all guest-facing and guest-support functions across our spa and hotel properties. This role leads the Guest Experience team, oversees gift card fulfilment and administrative operations, and ensures a consistent, high-quality guest journey aligned with company strategy.

Working closely with the Head of Customer Journey & Sales, the Guest Operations Manager translates customer journey and sales strategies into day-to-day operational delivery. You will own team performance, operational accuracy, and service standards, while continuously improving guest satisfaction, conversion, and loyalty.

Key Responsibilities

Guest Operations & Service Execution

• 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
• Acting as the primary escalation point for complex or operational guest issues
• Ensuring consistent execution of the defined customer journey across all guest contact touchpoints

Gift Card Fulfilment & Administrative Operations

• Managing end-to-end gift card fulfilment, including stock control, distribution, tracking, and issue resolution
• Ensuring accuracy, timeliness, and compliance across all gift card processing and reporting
• Overseeing administrative functions within the Guest Experience team, including documentation, system updates, and reporting
• Developing, implementing, and maintaining SOPs for fulfilment and administrative workflows

Team Leadership & People Management

• Directly manage the Assistant Manager, supporting the day-to-day supervision of the Guest Experience team
• Leading recruitment, onboarding, training, scheduling, and performance management of Guest Experience staff
• Defining clear operational KPIs and accountability across guest service, fulfilment, and administrative activities
• Fostering a culture of ownership, consistency, and continuous improvement

Process Improvement & Cross-Functional Collaboration

• Identifying operational inefficiencies or recurring guest issues and implement effective process improvements
• Collaborating with Property Operations, IT, Finance, and Marketing to enhance systems and workflows
• Providing operational insight and recommendations to support customer journey optimisation and continuous improvement initiatives
• Supporting the rollout and adoption of new tools, policies, and guest journey enhancements

Reporting & Performance Metrics

• Tracking and reporting on key operational KPIs, including contact volumes, response times, resolution rates, gift card fulfilment SLAs, and error rates
• Analysing trends and surface insights impacting guest satisfaction, conversion, and retention
• Partnering with the Head of Customer Journey & Sales to provide data and feedback that inform strategic decisions

Key Competencies

• Have execellent operational execution and attention to detail
• Have proven people leadership and coaching capability
• Have a process improvement and continuous improvement mindset
• Be guest-centric service delivery
• Be effective cross-functional collaboration
• Data-informed decision making

About You

You are an experienced operations or guest experience leader with a passion for delivering exceptional service. You thrive in a fast-paced, guest-focused environment, enjoy developing teams, and are confident translating strategy into practical, high-quality execution.

Please note: we can only consider candidates who already have the right to work in the UK. We do not offer visa sponsorship for this role, either now or in the future.

Additonal Information

• Full-Time - 40 hours per week 
• Working hours are based on a rolling rota. One week in four includes weekend working, resulting in a six-day week, which is balanced by a four-day working week the following week
• Salary: £42,000.00

Why Join Us

• Competitive Rate of Pay
• Coffee, tea and snacks from our kitchen
• Complimentary Spa Day on work anniversaries at any of our company spas
• Access to the Employee Assistance Program
• 30% discount on overnight stays and spa days
• Discounts on food, drink and retail across our venues
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• Excellent Induction and training programme
• Perkbox Online benefits and discounts
• On-line Doctor support (appointments/prescriptions)
• A fun, supportive and inclusive work environment with loads of development opportunities
• Opportunities for professional development and career advancement

Join the Barons Eden Family

If you’re passionate about hospitality and thrive in a people-focused environment, we’d love to hear from you.

Apply today and be part of a team where your talent and care make a real difference, even for a short but meaningful time.

People say you can’t choose your family, well we choose you to be part of ours!

Guest Operations Manager

Location: Moreton-in-Marsh

The Role

The Guest Operations Manager is responsible for the operational execution of all guest-facing and guest-support functions across our spa and hotel properties. This role leads the Guest Experience team, oversees gift card fulfilment and administrative operations, and ensures a consistent, high-quality guest journey aligned with company strategy.

Working closely with the Head of Customer Journey & Sales, the Guest Operations Manager translates customer journey and sales strategies into day-to-day operational delivery. You will own team performance, operational accuracy, and service standards, while continuously improving guest satisfaction, conversion, and loyalty.

Key Responsibilities

Guest Operations & Service Execution

• 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
• Acting as the primary escalation point for complex or operational guest issues
• Ensuring consistent execution of the defined customer journey across all guest contact touchpoints

Gift Card Fulfilment & Administrative Operations

• Managing end-to-end gift card fulfilment, including stock control, distribution, tracking, and issue resolution
• Ensuring accuracy, timeliness, and compliance across all gift card processing and reporting
• Overseeing administrative functions within the Guest Experience team, including documentation, system updates, and reporting
• Developing, implementing, and maintaining SOPs for fulfilment and administrative workflows

Team Leadership & People Management

• Directly manage the Assistant Manager, supporting the day-to-day supervision of the Guest Experience team
• Leading recruitment, onboarding, training, scheduling, and performance management of Guest Experience staff
• Defining clear operational KPIs and accountability across guest service, fulfilment, and administrative activities
• Fostering a culture of ownership, consistency, and continuous improvement

Process Improvement & Cross-Functional Collaboration

• Identifying operational inefficiencies or recurring guest issues and implement effective process improvements
• Collaborating with Property Operations, IT, Finance, and Marketing to enhance systems and workflows
• Providing operational insight and recommendations to support customer journey optimisation and continuous improvement initiatives
• Supporting the rollout and adoption of new tools, policies, and guest journey enhancements

Reporting & Performance Metrics

• Tracking and reporting on key operational KPIs, including contact volumes, response times, resolution rates, gift card fulfilment SLAs, and error rates
• Analysing trends and surface insights impacting guest satisfaction, conversion, and retention
• Partnering with the Head of Customer Journey & Sales to provide data and feedback that inform strategic decisions

Key Competencies

• Have execellent operational execution and attention to detail
• Have proven people leadership and coaching capability
• Have a process improvement and continuous improvement mindset
• Be guest-centric service delivery
• Be effective cross-functional collaboration
• Data-informed decision making

About You

You are an experienced operations or guest experience leader with a passion for delivering exceptional service. You thrive in a fast-paced, guest-focused environment, enjoy developing teams, and are confident translating strategy into practical, high-quality execution.

Please note: we can only consider candidates who already have the right to work in the UK. We do not offer visa sponsorship for this role, either now or in the future.

Additonal Information

• Full-Time - 40 hours per week 
• Working hours are based on a rolling rota. One week in four includes weekend working, resulting in a six-day week, which is balanced by a four-day working week the following week
• Salary: £42,000.00

Why Join Us

• Competitive Rate of Pay
• Coffee, tea and snacks from our kitchen
• Complimentary Spa Day on work anniversaries at any of our company spas
• Access to the Employee Assistance Program
• 30% discount on overnight stays and spa days
• Discounts on food, drink and retail across our venues
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• Excellent Induction and training programme
• Perkbox Online benefits and discounts
• On-line Doctor support (appointments/prescriptions)
• A fun, supportive and inclusive work environment with loads of development opportunities
• Opportunities for professional development and career advancement

Join the Barons Eden Family

If you’re passionate about hospitality and thrive in a people-focused environment, we’d love to hear from you.

Apply today and be part of a team where your talent and care make a real difference, even for a short but meaningful time.

People say you can’t choose your family, well we choose you to be part of ours!