The Belfry Hotel & Resort is an award-winning hotel, home to 300+ luxurious bedrooms and suites, several restaurants and bars, events and meetings spaces, a leisure club and spa. Our three golf courses, including The Brabazon, are recognised as world-class, and home to this year’s Betfred British Masters. Whether you’re drawn to our iconic golf courses, the serenity of the spa, the excitement of guest services, or our behind-the-scenes operations, there’s a place for you in our vibrant team.
We are writing a new and exciting chapter in the history of The Belfry. A major expansion and renovation project has begun at our resort, due for completion in Autumn 2025. With a substantial investment in excess of £80 million, we are enriching our resort including the addition of a new event space, The Masters Suite, 149 extra bedrooms, a state-of-the-art leisure club, and much more.
We believe in taking care of our team just as much as we do our guests. That’s why we were named in the 2024 Caterer’s Top 30 Best Places to Work, as well as Springboard’s 2024 Best Employer. So, join us on our journey as we unveil a new and unparalleled resort.

ABOUT THE ROLE

As Guest Experience Manager, you will be responsible for ensuring a seamless and personalised experience for all guests, from arrival to departure. You will act as the main point of contact for VIPs, handle guest feedback, resolve issues proactively, and lead a team focused on delivering exceptional service across all departments.

KEY RESPONSIBILITIES:

• Serve as the primary liaison for VIP guests, celebrities, and high-profile visitors, ensuring bespoke service at every touchpoint.
• Welcome and engage with guests throughout their stay, anticipating and addressing their needs.
• Coordinate with all departments (Front Office, Housekeeping, Concierge, F&B, Spa, etc.) to ensure guest expectations are exceeded.
• Handle complaints or issues promptly and professionally, following up to ensure complete guest satisfaction.
• Monitor guest feedback from online reviews and in-house surveys, using insights to continuously improve service.
• Train and support front-of-house teams in delivering outstanding guest relations.
• Maintain detailed guest profiles and preferences to personalize future visits.
• Collaborate with Sales, Events, and Marketing to support VIP experiences, special packages, and loyalty programs.
• Manage the resorts kids’ activities programme, ensuring success and satisfaction for our guests alongside marketing
• Complete Duty Manager shifts and oversee the Duty Manager rotas