Guest Experience Manager

Circa £30,000.00 per annum

Location Description

The Reserve is a new and exciting luxury lodge resort set in the grounds of Chester Zoo. Nestled in nature and designed to offer an unparalleled guest experience. The Reserve combines world-class amenities with a unique sense of adventure and tranquillity.

Job Description

Position Overview

A new and exciting luxury lodge resort set in the grounds of Chester Zoo is opening August 2025 and we are on the lookout for a Guest Experience Manager to join the team.

The Reserve is an exciting development of 51 savannah inspired luxury lodges, overlooking a beautiful lake or our giraffe habitat and connecting directly to the stunning Heart of Africa zone of Chester Zoo. From immersive experiences to quiet relaxation, The Reserve is a place to make lasting memories.

The Role

As Guest Experience Manager, you will oversee all aspects of the guest journey at The Reserve, ensuring consistently high standards of service delivery throughout. From first impressions to fond farewells, you will be responsible for managing the Guest Experience Team—ensuring every interaction is seamless, personal, and exceptional.

Responsibilities:

• Lead and inspire the Guest Experience team
• Set and uphold service standards across all guest touchpoints
• Oversee pre-arrival communications, check-in/out, and guest feedback systems
• Manage VIPs, special occasions, and bespoke experiences
• Develop and implement SOPs and training ahead of opening
• Liaise with other departments to ensure smooth cross-functional operations
• Analyse guest feedback and implement service improvements
• Support recruitment, onboarding, and development of the Guest Experience team

What We’re Looking For:

• Proven experience in luxury hospitality or guest experience leadership
• A passion for exceptional service and attention to detail
• Ability to lead by example and inspire high-performing teams
• Strong problem-solving and communication skills
• Experience with hotel PMS and CRM systems
• A warm, approachable personality with a guest-first mindset

Troo Benefits

• Pension Scheme: Gear up for the future with our pension scheme that ensures your financial stability.
• Fantastic Food & Beverage Discounts: Calling all foodies! Enjoy mouthwatering discounts at our partnered restaurants and bars. Savor the flavours and make your taste buds dance with delight.
• Mind-Blowing Employee Discount Rates: As a TROO Hospitality team member, you get exclusive access to unbeatable travel discounts. 
• Long Service Incentives: Dedication deserves celebration! Our Long Service Incentives honour your commitment with special rewards and recognition for your loyalty over the years.
• Team Member pass so you can visit the zoo during your time off.
• An amazing working environment - Where else can you see critically endangered animals from your office window or stroll among rare giraffes and tigers on your lunch break.