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)