Hotel & Guest Experience Manager

Guest Experience Manager As Guest Experience Manager at East Midlands Designer Outlet, you'll be the driving force behind creating memorable moments for every guest. You'll lead the guest services team, champion service excellence across the centre, and continuously elevate the experience from arrival to departure. From shaping strategy and managing day-to-day operations to training teams and analysing performance, you'll ensure every interaction reflects our commitment to hospitality, innovation, and care. You'll also play a key role in identifying new revenue opportunities and enhancing commercial services, all while fostering a culture of warmth, professionalism, and continuous improvement.Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 20%Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.Exclusive Discounts: Access special discounts at our Designer Outlets.Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.Passionate about delivering excellent guest service Able to put guests at the heart of everything we do Able to show a proven track record of running successful guest focused operations that nurture and grow the business and level of guest satisfaction Considerable experience of managing a guest focused team in a luxury hotel, events space or other guest facing environment Able to communicate effectively at all levels Language skills an advantage Able to produce reports and forecast activity Experienced Manager in hospitality sector: hotels, airlines or similar in a fast-paced role and organisation What to expect...• We commit to replying to all applications, feel free to get in touch if you'd like an update• You will have a main point of contact within our Talent team• We're a collaborative business: it's important for you to meet as many people as you can during the recruitment process.At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible.