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Fine Dining Company jobs in Hertfordshire

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Guest Experience Manager
The Grove Hotel
·
4.1
Watford
Permanent, Full-time
Apply now

Job details

Pay information not provided
Employee discount, Shuttle service provided, Life insurance, Free parking, Private dental insurance, On-site gym, Discounted or free food, Private medical insurance
Permanent, Full-time
Watford

Full job description

At The Grove we are proud to deliver exceptional, intuitive service and unforgettable experiences to every guest.

We are seeking an inspiring and experienced Guest Experience Manager to lead our Guest Experience Team and elevate every stage of the guest journey.

As Guest Experience Manager, you will be the driving force behind the guest journey, ensuring every touchpoint reflects true five-star luxury.

Working closely with all operational departments, you will focus on:

  • Anticipating guest needs
  • Managing guest relationships and expectations
  • Personalising stays
  • Leading service recovery
  • Coaching and developing your team to deliver excellence

You will be highly visible across the resort, acting as a host, mentor, and ambassador for The Grove.

Key Responsibilities

Guest

  • Identify and create “wow moments” through surprise-and-delight initiatives tailored to VIPs, families, couples, corporate guests, and long-stay visitors
  • Work closely with Marketing, Sales, and Reservations to ensure brand promises align seamlessly with the on-property experience
  • Act as a visible and approachable host within the lobby and outlets, personally welcoming and following up with VIPs, repeat guests, and key visitors
  • Monitor VIP, repeat, and special-occasion bookings, ensuring preferences and guest histories are communicated and honoured
  • Oversee special requests such as anniversaries, proposals, birthdays, and long stays to ensure a high-touch, memorable experience

People

  • Lead, supervise, and mentor the Guest Experience Team
  • Conduct regular training sessions and service audits to uphold luxury standards
  • Foster a positive, high-performing team culture
  • Manage team scheduling and performance
  • Act as Duty Manager when required, ensuring seamless operations across the resort

Business

  • Uphold hotel policies, procedures, and company standards to ensure consistent service delivery
  • Support seamless front office operations through professional service and effective issue resolution
  • Drive continuous improvement based on guest feedback and insights
  • Strengthen guest relationships to enhance loyalty and repeat business

Person Specification

Essential

Skills & Qualifications

  • Proven experience leading and managing customer service teams
  • Excellent communication and interpersonal skills with strong guest engagement capability
  • Strong problem-solving and conflict-resolution skills
  • Demonstrated expertise in service recovery and VIP handling
  • Detail-driven with strong organisational and analytical ability
  • Deep commitment to delivering personalised, luxury-level service

Experience

  • Previous supervisory or managerial experience within Front Office in a five-star or luxury hospitality environment
  • Experience in team training, development, and performance management
  • Proven record of enhancing guest satisfaction and the overall guest journey

Behaviour

  • Leads by example and inspires others to exceed expectations
  • Builds strong cross-departmental relationships
  • Approachable, empathetic, and highly visible in operations

Desirable

  • Proficiency in front office systems (Opera PMS or equivalent)
  • Strong knowledge of hotel operational procedures

About Us

The Grove is a spectacular 5* venue and resort, offering our customers a slice of tranquillity and calm, away from the stresses of every day life.

Across our 300-acre estate we offer fine dining, a range of outdoor activities (including our famed Golf course) and an indulgent award-winning spa and health club. Being family owned means that both our guests and our employees are treated as individuals and not one of the crowd.

Why join us?

Alongside the personable touches that come with working for a family run business, we also offer a range of benefits that are designed to enable you to feel valued and appreciated as an important member of our team:

  • The chance to make use of the on-site award-winning facilities such as the spa, golf course and gym.
  • A staff canteen with a free meal during your shift
  • A subsidised shuttle bus from Watford town centre
  • Generous discounts for you and your family/friends on stays with the hotel

The Company

Set in 300 acres of stunning Hertfordshire countryside, The Grove is the ultimate five-star retreat. Lovingly restored, the former home of the Earls of Clarendon is situated just 18 miles from London, and is home to an award-winning spa, championship golf course and mouth-watering restaurants.

Job Types: Full-time, Permanent

Benefits:

  • Canteen
  • Company events
  • Discounted or free food
  • Employee discount
  • Free parking
  • Health & wellbeing programme
  • Life insurance
  • On-site gym
  • On-site parking
  • Private dental insurance
  • Private medical insurance
  • Shuttle service provided

Experience:

  • Hospitality: 2 years (required)

Work Location: In person

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