Assistant Guest Services Manager

Maison Estelle; Witney; On-site; GBP 41,000 - 44,000; Full time

Benefits offered by this job

Biannual socials

50% F&B discounts

Estelleverary gifting

Cycle to Work scheme

Pension and life assurance

Perkbox benefits

30 days holiday

Uniform provided and seamstress

Onsite seamstresses

Job summary

Estelle Manor is seeking an Assistant Guest Services Manager to lead the Guest Services team and uphold the high standards of our rural retreat. You will oversee luggage porters, valets and chauffeurs, ensuring a personal and seamless arrival and departure experience for members and guests.

You will be a visible leader, calm under pressure, and capable of mentoring staff to deliver exceptional service in a fast-paced environment.

Qualifications

• Experience in guest services, concierge or similar within luxury hospitality.
• Proven ability to coach and develop a team and set clear standards.
• Ability to remain calm and effective under pressure in a fast-paced operation.
• Strong cross-department collaboration with operational and support teams.
• Proactive, solutions-focused approach to anticipating guest needs.

Responsibilities

• Lead and support the Guest Services team (Luggage Porters, Valets, Chauffeurs).
• Ensure a personal, seamless arrival and departure experience for members and guests.
• Respond quickly to changing operational demands and mentor the team to perform at its best.

Skills

Guest services leadership

Team mentoring

Calm under pressure

Cross-department collaboration

Proactive problem solving

Driver's license desirable

Job description

Who are we?

Estelle Manor is a rural retreat set on an 85-acre estate in Oxfordshire. The manor has four restaurants, an extraordinary 3,000 sq metre Roman-inspired spa- Eynsham Baths, 108 bedrooms and a gym with class studios and padel courts. Plus, there’s a kids’ club for the little ones and a workspace.

The Role:

As Assistant Guest Services Manager, you’ll support the Guest Services Manager in leading our Guest Services team and upholding the high standards that define Estelle Manor. Managing our team of Luggage Porters, Valets and Chauffeurs, you’ll play a key role in creating a personal, seamless and genuinely memorable arrival and departure experience for our members and guests.

You’ll be a natural focal point for guest interaction, confident working at the heart of the operation and responding quickly to changing demands. Well organised and solutions focused, you’ll thrive in a fast paced environment while leading by example and mentoring your team to be the best they can be.

Who are we looking for?

• Previous Guest Services, Concierge or similar experience within a luxury hotel, with knowledge of valet, chauffeur and luggage operations.
• Proven experience leading, coaching and developing a team, with the confidence to set clear standards and address performance when needed.
• The ability to remain calm and effective under pressure, responding confidently to fluctuating levels of operational demand.
• Strong cross departmental working skills, building effective relationships with both operational and support teams across the manor.
• A proactive, solutions focused approach, with the ability to anticipate guest and operational needs rather than waiting to be directed.
• A full, clean driving licence would be desirable given the operational nature of the role.

The on target earning potential for this role is £44,200 per annum - comprising a base salary of £41,200, plus a qualified estimate of £3,000 in gratuities and service charge.

What’s in it for you?

At Estelle, we prioritize your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates, biannual socials, and Estelleversary surprises. Nurture your well-being with stocked colleague spaces. Engage in forums shaping The Estelle Way. Utilise the provided uniforms and onsite seamstress support. Join us for a fulfilling journey where you are valued, supported, and celebrated.

Here at Estelle, we want to create a unified culture and sense of belonging throughout. We have a range of perks and benefits at your fingertips:

• Biannual company socials plus smaller social and sports groups.
• 50% F&B discounts at all 4 manor restaurants.
• Estelleversary gifting for all employees.
• Colleague spaces stocked with food, drinks and a selection of juices, teas and coffees.
• Cycle to Work scheme.
• Added protection of our pension and life assurance schemes.
• Perkbox - our colleague benefits platform, providing access to a wide range of exclusive discounts, rewards and wellbeing resources designed to support you both inside and outside of work.
• 30 days holiday, inclusive of bank holidays, which increases with length of service.
• Colleague Forums and Sustainability Committees to help create The Estelle Way.
• Recommend-a-friend bonus scheme.
• Uniform provided, cleaned, and pressed.
• Onsite seamstresses to ensure your uniform is fitted and repaired.

About gratuities & service charge:

• Gratuities (tips) and service charge are paid on a pro-rata basis regardless of your role.
• It is estimated that in 2026, our full-time employees can expect to receive in the range of £3,000 in addition to their annual salary.

INDHP