Guest Service Manager

Wotton House; Westcott; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Discounted hotel stays

Birthday day off

Free meals on duty

Wagestream - pay on demand

Food & drink discount

Refer a Friend £250

Enhanced family leave

Flexible working

Employee Assistance Programme

Life insurance

Training & career development

Wellbeing events

Job summary

Wotton House, part of RBH Hospitality Management, is seeking a Guest Service Manager to lead the Front Office team and drive unforgettable guest experiences. You will guide daily operations, resolve queries, and coach colleagues to deliver personalised service at the highest standard.

Join a vibrant team with strong benefits and a commitment to employee wellbeing, career development, and community involvement. This is a frontline leadership role in a luxury hotel setting.

Qualifications

• Previous hotel or hospitality management experience.
• Ability to deliver exceptional guest service.
• Confident leader who develops others.
• Thrives in a busy environment.

Responsibilities

• Support the Reception Manager in leading and inspiring the Front Office team.
• Create memorable guest experiences.
• 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.
• Maintain our luxury service standards every day.

Skills

Guest service leadership

Communication skills

Problem solving

Team development

Operations coordination

Tools

Opera (PMS)

Job description

Join Team Wotton!

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.

"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
• 30% food & drink discount across RBH hotels
• £250 Refer a Friend scheme
• Enhanced family leave
• Flexible working opportunities
• Employee Assistance Programme
• Life insurance
• Training & career development
• 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.
• Create memorable guest experiences
• 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
• Maintain our luxury service standards every day

We're Looking For Someone Who...

• Has previous hotel or hospitality management experience
• Loves delivering exceptional guest service
• Is a confident leader who develops others
• Thrives in a busy environment
• Has excellent communication skills
• Can think on their feet and solve problems
• Is organised with great attention to detail
• Has experience using Opera (preferred)
• 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].