Louma Country Hotel
Guest Experience Executive
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About Louma
Perched above Dorset's breathtaking Jurassic Coast, Louma is one of the UK's newest luxury countryside destinations.
Set within 100 acres of farmland, vineyards and woodland, Louma is far more than a country hotel. It is a place where exceptional hospitality, wellness, estate-to-table dining, nature and meaningful experiences come together to create unforgettable stays.
Our estate is home to beautifully designed Farmhouse Rooms, Timber Stables, Stone Barns and Shepherd Huts, alongside a working vineyard, kitchen gardens, luxurious Wellness Barn, indoor & outdoor pool, stables and an ever-evolving programme of bespoke guest experiences.
As we continue to grow, we are looking for an exceptional Guest Experience Executive to help shape every stage of the guest journey and become one of the faces of Louma.
The Opportunity
This is much more than a front-of-house role.
You will curate an exceptional guest journey from the moment a guest walks through our doors until long after departure. Every interaction is an opportunity to create a lasting impression.
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You'll become the trusted point of contact for our guests, anticipating their needs, coordinating bespoke itineraries and ensuring every stay feels effortless, personal and memorable.
Working closely with every department across the estate, you'll help deliver the warm, intuitive hospitality that defines Louma.
What You'll Be Responsible For
- Delivering an exceptional arrival, departure and in-house guest experience.
- Co-ordinating bespoke itineraries including dining experiences, spa treatments, vineyard tours, estate activities and local experiences.
- Building genuine relationships with guests, anticipating their needs before they ask.
- Acting as Louma's ambassador throughout every stage of the guest journey.
- Maintaining detailed guest profiles to personalise future visits.
- Leading service recovery with confidence, empathy and professionalism.
- Coordinating daily guest briefings across Housekeeping, Food & Beverage, Wellness, Estate and Reservations.
- Supporting the delivery of seasonal experiences, events and estate activations.
- Championing Louma's luxury service standards throughout the hotel.
- Continuously identifying opportunities to surprise and delight our guests.
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Who We're Looking For
You'll thrive at Louma if you are naturally warm, curious and genuinely passionate about people.
We're looking for someone who:
- Loves creating memorable experiences and building lasting guest relationships.
- Has exceptional communication and organisational skills.
- Notices the smallest details that make the biggest difference.
- Is calm, adaptable and thrives in a fast-paced environment.
- Problem-solving and conflict-resolution skills, with the ability to stay calm under pressure and make sound decisions in guest-facing situations.
- Enjoys working collaboratively across multiple departments.
- Takes pride in exceeding expectations every single day.
- Comfort using booking and property management systems, email, and basic office software; willingness to learn new tools used by the hotel.
- Ability to work a flexible schedule, including weekends, evenings, and holidays, in line with guest and operational needs.
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