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Head of Guest Experience

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360 Resourcing Solutions

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Location:
United Kingdom , Chester

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

65000.00 - 80000.00 GBP / Year
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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

Additional Information:

Job Posted:
January 16, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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