Position Overview
Join us as a Head of Guest Services at Coworth Park Hotel, recently recognised as one of The Sunday Times Top 10 Best Places to Work for in 2024. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.
We care about your career and are known for having the absolute best people in the industry. When you join us as Head of Guest Services you start a unique opportunity to become celebrated as the very best in your field. You'll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.
What you'll get
As Head of Guest Services at Coworth Park, here are just some of the great benefits you will receive:
1. Fantastic Employee bonus scheme and Excellent Service charge
2. Complimentary stays including breakfast across the Dorchester Collection Hotels
3. 50% F&B discount at selected bars and restaurants within the Dorchester Collection
4. Vibrant Social events that bring employees together including a Winter ball
5. Amazing benefits such as discounts in various high street and online shops, enhanced family leave entitlements and competitive Private Pension Scheme
6. Apprenticeship, training and development opportunities
7. Up to £1000 bonus when you recommend a friend
8. access to immediate well being advice, because We Care about our employees
What you'll do
Our Head of Guest Services will oversee and direct the guest services operation in order to exceed expectations and guest experience by leading your team to deliver service excellence throughout every stage of the guest journey. You will plan and manage your team to effectively deliver a warm welcome, a knowledgeable concierge service and a seamless departure to each of our guests.
You'll love what you do and take pride in delighting our guests:
People
9. To set direction and provide entrepreneurial leadership for the guest service team in order to maximise individual and team potential and gain the best possible results ensuring everything we do is guest centric.
10. Manages team members to ensure quality of data recorded is accurate and detailed.
11. Recruit, develop and retain guest service team members with support from the Guest
12. Completion of weekly rota, management of holiday and lieu within the department ensuring that the team are utilised efficiently to deliver the best possible service to our guests. Complete weekly timecards and forecasting to ensure payroll is in line with the budget.
13. Evaluate and develop team members to ensure continued development of individuals completing regular one to one’s as well as completing ‘Your View’ for each team member.
Guest
14. Manage and maintain MLA guest relationships while on property.
15. Create and develop new relationships with guests connecting key individuals with our sales and guest relations team.
16. Act as an ambassador for the hotel; ensuring all guests receive a personalised greeting and service during their stay. Promote a proactive approach to guest service and inspire your team to go above and beyond to surprise and delight our guests.
17. Owns guest requests and PROmisses ensuring any issues are dealt with in a timely manner to give the guest the best possible outcome.
18. Responsible for short lead time pre-arrivals and in-house guests.
19. Collaborates with the guest relations team to ensure all information is accurate and new information is communicated onto each guests profile.
20. Lead the gift and recognition program at Coworth Park, ensuring the gifts are appropriate, creative and on brand.
Operation
21. Leads departmental briefings, daily guest recognition meetings and planning of the arrival and departure strategy.
22. Works closely with suppliers to ensure transfers, concierge and guest requests are handled efficiently and any operational issued are followed up to ensure they do not repeat
Scope of role
23. Strategic planning for FOH areas & contribute to Rooms Division planning
24. Balance short, medium & long term business & guest requirements.
25. Responsible for operational profitability of Rooms Division and FOH
26. Budget accountability of £5 million
27. Develop long term capability of various teams
The items shared are the essence of a day in the life of a Senior Guest Service Manager, but we’ll make sure you are provided with specifics on how we care for our hotel
What you'll bring
Our values of, Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As our Head of Guest Services you’ll have the opportunity to bring these to life and continue to create our legacy.
Education
28. GCSE’s (including Mathematics and English), ‘A’ levels – either an HND or degree in hotel administration are required
Experience
29. Extensive experience in a similar operational area
30. Strong experience in a leadership role (is preferred)
31. Extensive experience in similar 5 star establishment, ideally within a country house hotel
Functional Knowledge
32. The specific strategic or operational knowledge need to perform the job; Consider Processes and operational knowledge: Understanding the software potential of the Fidelio Management System in order to maximise the usage of this, and manage the configuration
33. Financial accounting processes; Training systems
34. Hotel or Industry & legislation: Health & Safety, licensing; employment law
35. A second language would be preferable
Leadership Competencies
36. People Management and development
37. Influence
38. Communication
39. Developing relationships
40. Planning for Action
41. Analyzing information
42. Decision Making
43. Business Deve