Guest Services Manager - Full-Time Position
Your country home away from home, nestled within 12 acres of
picturesque Hertfordshire countryside. Sopwell House is a luxurious,
family-owned Georgian country house hotel offering timeless elegance and modern
comfort. We’re proud to be a place where exceptional service is delivered with
warmth, pride and purpose. We’re looking for a passionate and people-focused Guest
Services Manager who can inspire our Front Office team and create
unforgettable experiences for our guests.
Your Role in Our Family:
* Deliver
exceptional 5-star service, consistently representing Sopwell House in a
professional, warm, and intuitive manner.
* Oversee
the full pre-arrival experience, reviewing guest reservations, confirming
details, and ensuring all requests, timings, and preferences are fully
prepared in advance.
* Lead
and support the Front Office team where necessary, providing guidance,
coaching, and motivation to ensure service excellence at all times.
* Build
personalised guest journeys, using your knowledge of guest profiles,
preferences, and special requirements to elevate every stay.
* Lead
seamless arrivals and departures, greeting guests upon arrival, escorting
them to their rooms, conducting check-outs, and supporting the Front Desk
when needed.
* Champion
guest satisfaction, responding to concerns with empathy and efficiency,
resolving issues promptly, and communicating key details to all relevant
departments.
* Ensure
VIP and Special Attention guests receive flawless care, inspecting rooms
and amenities, coordinating preparations, and representing their needs at
operational meetings.
* Support
the wider hotel operation, assisting other departments during busy periods
or emergencies while driving revenue through thoughtful upselling of hotel
services and facilities.
What Would Make You the Perfect Fit?
* Exceptional
communication and organisational skills, with the ability to anticipate
guest needs and coordinate seamlessly with other departments.
* Confidence
in leading guest-facing operations, providing guidance to the Front Office
team and ensuring service standards remain consistently high.
* Strong
computer literacy, including the ability to manage multiple systems, guest
profiles, and reservation details accurately while working under pressure.
* A minimum of 3 years experience in a similar Guest Services or supervisory role within a luxury 4- or 5- hotel environment.
* A
proven background in delivering outstanding customer service, with a
genuine passion for creating memorable guest experiences.
* Flexibility
to work a variety of shift patterns, including weekends and bank holidays,
to support the needs of a busy luxury hotel.
* Experience
using Opera PMS, preferably with a strong understanding of guest profiles,
billing, preferences, and pre-arrival processes.
The Best Bit:
* 28 days holiday + 1 Extra Holiday Day on Birthday
* Long Service Loyalty rewards
* Discounted Food and Beverage and accommodation
* Staff Events
* Uniform Provided
* Introduce a friend at work bonus
* Staff meals on duty
At Sopwell House, we live by our Vision, Purpose and Values.
We are dedicated to creating a world of ‘Perfect
Contentment’ for both our team members and guests alike ‘Spreading kindness one
act at a time’ along the way. Our team pride themselves on ‘Performing with
Drive and Serving with Soul’ in everything we do.
“Being a part of the Sopwell Family made me think anything
was possible in my career”
If this sounds like your dream job, we would love to hear
from you!
All applicants must have the right to live and work in the
UK. Please be advised that if you have not received a response within 14 days,
please assume that your application has not been successful on this occasion.