Role area
Front of house

Contract type
Permanent

About the role

Guest Experience Manager - FFOLKESPA

We are looking for a Guest Experience Manager to oversee the full FFOLKESPA operation, including thermal experiences, treatments, and accommodation services. This full-time role offers a starting salary of £40K + tips, along with a generous bonus scheme.

Requirements:

Strong leadership skills with experience managing spa, accommodation, or hospitality services.
A passion for delivering exceptional guest experiences.
Ability to coordinate multiple teams and departments effectively.
Working alongside a Food & Beverage Manager who is responsible for the Restaurant and Play.

About you:

Commercially savvy, you coordinate an efficient operation. Reactive to change, you can flex your team for the best financial results. You report your spending and income with detail each week and set targets for the coming quarters
Fingers in all the pies, a GEM knows their product, their people and their customers. The guests are safe and have the best experience in your hands.
Deal with any issues head on; your action will set the standards for the rest of the team. Practice transparency and use effective communication to deal with curveballs. Be prepared to make difficult decisions where necessary
Be prepared to pivot and change as we learn to operate a new space and products. Use systems and structure to deliver A to B. Refine these systems and challenge the norms to establish and grow a new business.
Work alongside an established and knowledgeable senior management team in hospitality. You will receive daily support from key individuals in operations, marketing, finance, recruitment and reservations to make FFOLKESPA a success and grow your career.

If you’re a dynamic hospitality leader looking to make a lasting impact, we’d love to hear from you!

The Brand:

Ffolkes is a 300-year-old coaching inn, refurbished in 2022 to create a fun and vibrant hotel and restaurant.
140 covers inside with a feature bar and lounge. Approx. the same covers in our enclosed garden area.
22 unique bedrooms
Stables events space is separate to the main building, with its own kitchen, and accommodates weddings, celebrations and corporate events.
Brand new FFOLKESPA coming in September 2025.
Privately owned company.

About the team/product:

Join your manager and your team on a thumbs up mission to create the best possible customer journey. Inspiring each other, you will take ownership of your individual role, delivering incredible service with passion and drive.
You’ll be joining an incredibly talented team that genuinely cares about this business and our purpose. Most have pretty good banter too! Approach your work in the same manner. The goal is to be missed every time you are not there.
Our teams are curious and open-minded. We try new things and change the norms. Get on board and enjoy the crazy ride!
We make incredibly delicious, fresh high-quality food daily. Get familiar with all the products and don’t be afraid to throw your ideas in the ring or point it out when it’s not quite right.
We are not your run-of-the-mill restaurant/hotel. Our space is comfortable, generous and exciting. We hope you will take pride in it and care for it.

Why and how we do what we do:

The plan is to stick around for the long term and to constantly be at the top of our game, therefore we need a clear reason to exist. Our purpose is to earn TRUST from everybody who connects with our environment, each other, our paying customers, suppliers, the community, etc. Joining us means you have a responsibility to understand why we do things and we have a duty to help you believe in our purpose and our values. Your aim is to approach every day with these awesome attitudes to achieve endless thumbs-up moments. Click here to learn a little more.

Ultimately, If you are a kick-ass character with a top-notch approach to life you are well on your way to becoming a good fit for our team.

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Guest Experience Manager

Ffolkes