Job Description
Job title: Guest Services Manager
Location: Ware
Contract: Permanent
Hours: 40 hours perk week, Monday to Sunday
Salary: £31,475
About the role:
Join a collection of elegant countryside hotels, where exceptional service meets stunning surroundings, they’re looking for a Guest Services Manager to lead their front desk, elevate the guest experience, and inspire the Guest Services team.
Key responsibilities:
* Delivering a consistent guest experience across reception and front-of-house, with a visible presence to assist and support as needed
* Keeping guest profiles up to date to help personalise future stays
* Handling guest issues promptly and professionally, ensuring feedback is recorded and followed up by the team
* Supporting, training, and overseeing reception staff to maintain service standards and smooth daily operations
* Actively promoting hotel services, including upgrades and F&B offerings, to enhance the guest experience
* Managing cash handling, key control, banking, and reconciliations in line with procedures
* Monitoring outstanding accounts, credit limits, and processing necessary corrections or adjustments per policy
* Allocating rooms with care to balance occupancy and reduce unnecessary wear on rooms and furnishings
Candidate Requirements:
* Proficient in front office management in luxury or high-end hotels
* Experience using PMS systems (e.g., HART, Opera) and Microsoft Office
* Skilled in team leadership, staff supervision, and development
* Strong communicator with proven problem-solving and complaint-handling abilities
* Calm under pressure; able to multitask and make quick, effective decisions
* Familiar with Duty Manager duties, including shift cover, operations, and guest support
Company benefits:
* 29 days holiday
* 50% off food & drink at all exclusive locations
* Generous room rate discounts
* Access to 1,000+ retail & wellbeing offers via Hospitality Essentials
* 24/7 support through Hospitality Action
* Free meals on duty
* Staff recognition & rewards scheme
Thank you for your interest in this vacancy, which is being advertised by Smart10 Recruitment Group, who are acting as an employment agency / business. Your application will be considered in competition with others, and we will contact you within 3 working days if you have been shortlisted.
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