Guest Service Manager

Allscreens Nationwide Ltd; Dorking; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Discounted hotel stays

Birthday day off

Free meals on duty

Wagestream access

Refer a Friend scheme

Enhanced family leave

Flexible working opportunities

Employee wellbeing programme

Life insurance

Job summary

RBH Hospitality Management at Wotton House in Surrey is seeking a Guest Service Manager to lead the Front Office team and shape warm, personalised service for every guest.

You will drive guest satisfaction, resolve queries confidently, oversee day-to-day operations and coach your team across departments to maximise revenue in a busy hospitality environment.

Qualifications

• Previous hotel or hospitality management experience.
• Ability to lead and develop a team.
• Thrives in a busy environment with strong organisation.
• Excellent guest service focus and problem-solving skills.

Responsibilities

• Lead the Front Office team and set service standards.
• Resolve guest queries with confidence and professionalism.
• Oversee day-to-day hotel operations.
• Coach and support the team to deliver personalised service.
• Collaborate with other hotel departments to maximise guest satisfaction and revenue.

Skills

Leadership

Guest service excellence

Team development

Communication skills

Problem solving

Job description

At Wotton House, hospitality is about so much more than checking guests in and out – it's about creating unforgettable experiences.

Set within stunning Grade II* listed gardens in the heart of the Surrey countryside, Wotton House is a unique destination where history, nature and exceptional hospitality come together. From weddings and celebrations to relaxing escapes and corporate events, every day is different, and every guest has their own story.

We're bold, welcoming and just a little bit quirky. We believe in saying "Yes – what's the question?" and creating bespoke experiences that make every guest feel valued. Proud of our Green Key accreditation and our strong ties to the local community, we're committed to looking after both our people and the world around us.

If you're passionate about delivering exceptional service, love leading a team, and want to be part of something genuinely special, you'll fit right in.

"We are brave and we have a sense of humour - We are the flamingo in a flock of pigeons. Everything we do is Wonderfully Wotton."

Why You'll Love Working Here:

• Discounted hotel stays for you, friends & family
• Birthday day off
• Free meals on duty (saving over £1,000 a year)

• Wagestream - choose when you get paid
• £250 Refer a Friend scheme
• Enhanced family leave
• Flexible working opportunities
• Employee Assistance Programme
• Life insurance
• Regular social events and wellbeing activities

... and many more fantastic benefits!

The Role

As our Guest Service Manager, you'll be at the heart of the guest journey, leading by example to create memorable experiences while inspiring your team to deliver the warm, personalised service that makes Wotton House so special.

You'll:

• Support the Reception Manager in leading and inspiring the Front Office team.
• Resolve guest queries confidently and professionally
• Support the day-to-day operation of the hotel
• Coach and develop your team
• Work closely with all hotel departments
• Drive guest satisfaction and revenue opportunities

We're Looking For Someone Who...

• Has previous hotel or hospitality management experience
• Is a confident leader who develops others
• Thrives in a busy environment
• Can think on their feet and solve problems
• Is organised with great attention to detail
• Has a positive, hands-on attitude
• Lives our Wonderfully Wotton values every day

Everyone's Welcome

RBH Hospitality Management is committed to creating an inclusive workplace where everyone can thrive.

If you require any reasonable adjustments during the recruitment process, please contact [e-mail]. #RBHIND