Guest Services Manager
9 Month Fixed-Term Contract | £35,000 + Bonus | Cannock, West Midlands
 
Are you a hospitality or retail leader who thrives on delivering outstanding customer experiences? We're seeking a Guest Experience Manager to join a prestigious retail and leisure destination in Crannock. This is a maternity cover contract running until mid-May 2026, offering you the opportunity to lead a dynamic team in a fast-paced, guest-focused environment.
 
The Role

Championing service excellence across the centre and resolving guest issues promptly
Managing, training, and motivating a guest-facing team to exceed expectations
Delivering against KPIs including guest satisfaction scores, gift card sales, and commercial opportunities
Ensuring guest-facing areas are presented to the highest standard
Managing budgets and ensuring operational compliance
Analysing performance data to identify areas for improvement 
About You

Passionate about creating outstanding guest experiences
Experienced in managing guest-focused teams in hospitality, retail, or leisure environments (luxury hotels, events, airlines or similar)
Skilled in building strong relationships with guests, stakeholders, and team members
Confident producing reports, managing budgets, and forecasting activity
A natural leader with a positive, can-do attitude and the ability to manage rotas in a fast-paced setting 
Benefits

25 days holiday per annum
Company pension contribution of 9% into a Self-Invested Personal Pension Plan (SIPP) Private Medical Insurance & Cashplan (individual cover)
Critical Illness Insurance
Income Protection Insurance
Life Assurance
Discretionary bonus scheme (up to 20% of salary)