Head of Guest Experience Job at 360 Resourcing Solutions (Chester)

Job Description

At Forge Holiday Group, we don’t just do holidays, we create unforgettable moments. With award-winning brands like Forest Holidays and Sykes Holiday Cottages, we’re 1,700+ people strong and powered by four values: One Business One Team, Keep it Simple, Grow & Learn, Sustainable Impact.

Job Responsibility

Lead the creation of unforgettable guest journeys across the UK’s premier short-term let and nature-based holiday brands
Play a key role in defining and evolving the Forge Holiday Group House Model, setting the standard for excellence across all locations
Lead the in‑stay guest experience for Forest Holidays and shapes the group‑wide experience strategy across Forge Holiday Group, including Regional Brands and the wider Sykes business
Direct management of five specialist managers and accountability for food & beverage, retail, activities and ecology
Spend most of your time on the ground
Leading teams, coaching, visiting locations, reviewing guest feedback and holding standards
Drive continuous improvement, run cross‑functional workshops and evolve the in‑stay experience proposition

Requirements

Senior leadership experience in multi-site hospitality, leisure or holiday operations with hands-on experience managing geographically dispersed teams
Proven ability to build, lead and develop strong operational teams, with a track record of delivering consistently high service standards
Experience in service design and proposition development, with clear evidence of commercial impact
Strong P&L ownership, with experience driving revenue and margin growth in competitive environments
Excellent stakeholder management and communication skills, able to work effectively across functions and with site‑based teams
Commercial confidence, with experience owning performance and outcomes
Experience leading multi-disciplinary, customer-facing functions
Deep understanding of guest insight, NPS and continuous improvement methodologies
Executive presence and credibility, able to influence across functions and brands

Nice to have

Previous experience in holiday parks, short‑term rentals, or cabin/lodge environments
Familiarity with ecology, conservation, or nature‑based tourism
Experience managing a multi‑brand portfolio
Background in digital or service innovation (e.g., apps, guest journeys, loyalty platforms)
A project management qualification or certification
Experience working within franchise or partnership models
engagement with industry benchmarks or professional bodies, such as the Institute of Hospitality or Customer Experience Excellence Centre - with willingness to represent Forge externally

What we offer

Annual STIP Company-wide Bonus Scheme offering up to an additional 25% of your salary through our performance-based bonus program
33 days holiday (incl. bank hols) + extra days for long service
Your birthday off
2 paid volunteering days
Enhanced Maternity and Paternity Leave - (24 weeks maternity, 3 weeks paternity at 100% pay)
B Corp certified – we care about people & planet
Exclusive holiday discounts for you, friends, and family
Wellbeing perks, gym access at HQ, health cash plan
Hybrid working & on-site parking

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Head of Guest Experience

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