Job Summary:
Jerba Hospitality UK Ltd. is seeking a Senior Guest Experience Manager to lead the delivery of exceptional guest services across its hospitality operations. The role is responsible for enhancing the overall guest journey, driving service excellence, managing customer satisfaction initiatives, and ensuring operational standards consistently exceed expectations.
Key Responsibilities:
- Lead guest experience strategies to enhance customer satisfaction and brand loyalty
- Oversee front-of-house operations and ensure the consistent delivery of high-quality guest services
- Develop and implement guest engagement programs, service standards, and continuous improvement initiatives
- Monitor guest feedback, satisfaction metrics, and online reviews to identify opportunities for service enhancement
- Collaborate with operations, housekeeping, food and beverage, sales, and marketing teams to deliver a seamless guest experience
- Resolve complex guest concerns and implement effective service recovery solutions
- Ensure compliance with company policies, health and safety regulations, and hospitality quality standards
- Recruit, mentor, train, and develop guest services and hospitality teams to foster a culture of excellence
Requirements:
- Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, Tourism Management, or a related field (Master's degree preferred)
- Extensive experience in hospitality operations, guest relations, customer experience, or hotel management leadership
- Strong knowledge of luxury hospitality standards, customer service excellence, and operational best practices
- Experience with property management systems (PMS), CRM platforms, guest satisfaction tools, and hospitality reporting systems
- Excellent leadership, communication, interpersonal, conflict resolution, and organizational skills
- Ability to lead cross-functional teams in a fast-paced, customer-focused hospitality environment
Why Join Us:
- Competitive salary and comprehensive benefits package
- Executive-level career progression opportunities
- Dynamic, customer-focused, and collaborative hospitality environment
- Opportunity to shape exceptional guest experiences and contribute to the success of a growing
Pay: £68,000.00-£92,000.00 per year
Benefits:
- Casual dress
- Flexitime
- Health & wellbeing programme
Work Location: In person
