GUEST EXPERIENCE HOST

Job summary

Lead hotel operations across departments during shifts, taking ownership of the guest journey from arrival to departure and maintaining service standards during busy periods. Resolve issues in real time, coordinate teams, communicate clearly, complete structured handovers, and drive revenue through excellent service and efficient operations.

Job details

Guest Experience Host Front of House - The Ickworth Contract: Permanent Salary: £14 per hour plus generous service charge and great benefits About Us: The Ickworth, part of Luxury Family Hotels, is entering an exciting new chapter following its refurbishment. Join us as a Guest Experience Host and play your part in shaping the future of this much-loved Suffolk retreat. Pay rate: £14 per hour + service charge Role Purpose As a Guest Experience Host, you will ensure the well-being of all guests, maintaining a high level of host presence and delivering bespoke guest service. You will exceed guest expectations from arrival to departure, drive sales opportunities, and develop your team. Key Responsibilities Operational leadership across the full hotel during shift Ownership of the guest journey from arrival through to departure Maintaining pace, flow, and service standards during peak periods Real time decision making and problem resolution Cross departmental coordination and collaboration Driving revenue through service excellence and operational efficiency Clear and effective communication across all teams Strong and structured shift handovers Essential Skills & Attributes: Senior departmental leadership experience, or an Assistant Head ready to step up Strong record of team leadership and consistent operational performance Broad operational experience across Rooms and Food & Beverage Confident leading busy services with full accountability Highly Desirable Background in luxury or premium hospitality Experience in complex, multi-outlet operations Exposure to family-focused or resort environments Familiarity with Simphony, OPERA Cloud, and ResDiary Other Information 40 hours per week across a rota including day, evening, and night shifts, with availability required across all seven days Own transport essential due to remote location of hotel Personal Development: Stay industry-leading through events, training, and professional growth Why work with us? Training and development is central to life at LFH, it’s something we truly value. We are proudly certified by the Institute of Hospitality and support our teams’ development through partnerships with award-winning, hospitality specific apprenticeship providers. An extra day’s holiday for your birthday EarlyPay – Need to access some of your monthly salary a little early sometimes? No problem! Cycle to work scheme Help@Hand - Our online health and wellbeing service – Get same day remote GP appointments, Mental Health support and Physiotherapy on us. Life Assurance Benefit for peace of mind for your loved ones. Enhanced Maternity and Paternity packages Want to give back but never have the time? We will give you a paid day off for any volunteering or fundraising you would like to get involved in once a year The LFH Benefit Hub – Easily accessible employee discount platform for you to take advantage of at your favourite high street and online retailers 50% off Food and Beverage and the Spa across Luxury Family Hotels. Incredible discounted hotel stays for you, friends and family Please ensure you check the hotel location as some of our hotels are hidden away and you will have to use your own transport to locate us! Who are LFH? The Ickworth is entering a remarkable new era following an exciting refurbishment, thoughtfully designed to celebrate both its heritage and its future. Set within the breathtaking Suffolk countryside, this iconic hotel, surrounded by sweeping parkland and rich history, has been carefully refreshed to create even more memorable experiences for modern family escapes. As a proud member of the Luxury Family Hotels collection, The Ickworth is dedicated to creating meaningful moments for every generation, combining warm hospitality, thoughtful touches, and spaces where families can truly reconnect and unwind. Here at LFH we are an equal opportunities employer and strive to create a diverse and accessible workplace for all. We believe in a culture and inclusive team member experience that values people from all backgrounds, race and religions. We respect, value and embrace diversity and ensure everyone is recognised and respected, we celebrate our differences.

What you’ll do

Lead hotel operations across departments during shifts, taking ownership of the guest journey from arrival to departure and maintaining service standards during busy periods. Resolve issues in real time, coordinate teams, communicate clearly, complete structured handovers, and drive revenue through excellent service and efficient operations.

Requirements

Candidates should have senior departmental leadership experience or be an Assistant Head ready to step up, with a strong record of team leadership and operational performance. Broad experience across Rooms and Food and Beverage, confidence leading busy services with full accountability, and availability for a seven-day rota are required; luxury hospitality and familiarity with Simphony, OPERA Cloud, or ResDiary are desirable.

Benefits

• Service Charge
• Birthday Holiday
• Early Salary Access
• Cycle To Work Scheme
• Online Health And Wellbeing Service
• Remote GP Appointments
• Mental Health Support
• Physiotherapy
• Life Assurance
• Enhanced Maternity And Paternity Packages
• Paid Volunteering Day
• Employee Discounts
• Discounted Food And Beverage
• Spa Discounts
• Discounted Hotel Stays
• Training And Development

Listed skills

• Team Leadership · Preferred
• Decision Making · Preferred
• Operational Efficiency · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Operational Leadership
• Guest Experience Management
• Guest Journey Management
• Team Leadership
• Problem Resolution
• Decision-Making
• Cross-Departmental Coordination
• Revenue Generation
• Service Excellence
• Operational Efficiency
• Communication
• Shift Handover
• Rooms Operations
• Food And Beverage Operations
• Luxury Hospitality
• Simphony

Job areas

• Hospitality
• Management & Leadership
• Customer Service & Support
• Food & Beverage

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