Guest Experience Assistant

Exclusive Hotels and Venues; Lower Beeding; On-site; GBP 20,000 - 24,000; Full time

Benefits offered by this job

Great rates for stays across our hotel

50% discount on Food & Beverage dining

Free meals while on duty

Employee Assistance Programme

Hospitality Essentials discounts

Growth opportunities within Exclusive

Job summary

South Lodge, part of Exclusive Collection, seeks a Guest Experience Assistant to be the welcoming face of our luxury country house hotel. You will deliver warm, seamless service from guest arrival and support all front-desk tasks, ensuring memorable stays.

Ideal candidates have guest-facing experience and strong communication skills. Training on our booking systems will be provided, and you will collaborate with housekeeping, F&B, spa, and events teams to exceed guest expectations.

Qualifications

• Experience in guest-facing, receptionist, or front-of-house roles is helpful but not essential.
• Strong communication skills with a calm and professional manner.
• Comfortable using booking systems and hotel technology.

Responsibilities

• Welcome guests as the face of South Lodge and deliver exceptional service from arrival.
• Support all reception duties: check-ins, check-outs, reservations, and guest inquiries.
• Ensure seamless, personalised guest experiences in collaboration with front-of-house teams.
• Maintain presentation standards in guest areas and uphold service values at all times.
• Coordinate with housekeeping, F&B, spa, and events teams to support daily operations.
• Handle telephone and email inquiries with professionalism and confidence.
• Share knowledge about the hotel and Sussex surroundings with guests and colleagues.
• Record and communicate guest feedback to line managers for continual improvement.

Skills

Guest-facing experience

Communication skills

Multitasking

Organisation

Customer service

Tools

Booking systems

Job description

The following content displays a map of the jobs location - Horsham

South Lodge and The Spa, Horsham, West Sussex

Departments:

Reception & Guest Services

Job Introduction

South Lodge , part of the Exclusive Collection, is a luxury country house hotel set within stunning Sussex countryside. Renowned for its exceptional hospitality, award-winning dining, and beautiful surroundings, South Lodge is a place where elegance, innovation, and outstanding service come together to create unforgettable experiences for every guest.

As a Guest Experience Assistant, part of our front-of-house team, you will be the heart of creating warm, seamless, and memorable stays for our guests. This role would ideally be suited for those with receptionist or guest-facing experience.

At South Lodge, we believe in rewarding our team for their passion and dedication. As part of our team, you'll enjoy:

• Great rates for stays across all our hotels and 50% discount on Food & Beverage dining
• Free meals while on duty
• Access to our Employee Assistance Programme and wellbeing resources
• Exclusive discounts and perks through Hospitality Essentials
• Opportunities for growth, learning, and internal movement within the Exclusive Collection

Key Responsibilities

• As a Guest Experience Assistant, you will be the welcoming face of South Lodge, delivering exceptional service from the moment guests arrive.
• Support all reception duties including check-ins, check-outs, reservations, and guest enquiries.
• Work alongside the front-of-house team to ensure every guest experience is seamless, personalised, and memorable.
• Maintain a high standard of presentation in guest-facing areas and uphold our service values at all times.
• Coordinate with housekeeping, food & beverage, spa, and events teams to support daily operations.
• Handle telephone and email enquiries with professionalism and confidence.
• Share knowledge about the hotel, its surroundings in Sussex, and the wider Exclusive Collection.
• Record and communicate guest feedback to line managers to support continual improvement.

Person Specification

• Genuine passion for hospitality, service, and creating outstanding guest experiences.
• Experience in a guest-facing, receptionist, or front-of-house role is helpful but not essential.
• Strong communication skills with a calm, approachable, and professional manner.
• Confident multitasking and working efficiently in a fast-paced hotel environment.
• Excellent organisational skills and attention to detail.
• Comfortable using booking systems and technology (full training provided).
• A collaborative team player who thrives on delivering high standards.

We are a certified B Corp, committed to sustainability and responsible business practices. At Exclusive Collection, we champion wellbeing, progression, and a culture where people who share our values can thrive.

As an equal opportunities employer, we welcome applications from all individuals with the right to work in the UK. If you require any adjustments during the application process, please let us know.