Guest Services Lead – Luxury Hotel Front Desk

Sopwell House; St Albans; On-site; GBP 39,000 - 48,000; Full time

Benefits offered by this job

28 days holiday

Birthday extra day

Long service rewards

Discounted F&B and accommodation

Staff events

Uniform provided

Introduce a friend at work bonus

Staff meals on duty

Job summary

Sopwell House in Hertfordshire is seeking a passionate and people-focused Guest Services Manager to inspire our Front Office team and create unforgettable experiences for guests. This role requires a minimum of 3 years in a similar supervisory position within a luxury hotel, with a strong emphasis on warm, proactive service.

You will manage pre-arrival details, guest profiles, and VIP/Special Attention needs, while supporting cash handling and cross-department coordination.

Qualifications

• Minimum of 3 years experience in a similar Guest Services or supervisory role within a luxury 4- or 5- hotel environment.
• Proven background in delivering outstanding customer service with a genuine passion for guest experiences.
• Excellent communication and organisational skills, ability to anticipate guest needs and coordinate with other departments.

Responsibilities

• Deliver exceptional 5-star service, representing Sopwell House in a professional, warm, and intuitive manner.
• Oversee the full pre-arrival experience, review reservations, confirm details, and ensure requests and timings are prepared.
• Lead and support the Front Office team with guidance, coaching, and motivation for service excellence.
• Build personalised guest profiles, preferences, and special requirements to elevate stays.
• Lead arrivals and departures, greet guests, escort to rooms, conduct check-outs, and support Front Desk as needed.
• Oversee cash and banking procedures daily.
• Champion guest satisfaction, handle concerns with empathy, resolve issues promptly, and communicate key details to relevant departments.
• Experience in complaint handling and conflict resolution is essential.
• Ensure VIP and Special Attention guests receive flawless care, inspect rooms and amenities, coordinate preparations, and represent their needs at meetings.
• Support wider hotel operations during busy periods or emergencies while driving revenue through upselling of services.

Skills

Guest services management

Leadership

Communication

Upselling

Tools

Opera Cloud PMS

Job description

Sopwell House in Hertfordshire is seeking a passionate and people-focused Guest Services Manager to inspire our Front Office team and create unforgettable experiences for guests. This role requires a minimum of 3 years in a similar supervisory position within a luxury hotel, with a strong emphasis on warm, proactive service.

You will manage pre-arrival details, guest profiles, and VIP/Special Attention needs, while supporting cash handling and cross-department coordination.