Guest Services Manager

Swinton Park Hotel; Ripon; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Country Club access

Spa facilities access

50% food & beverage discount for you &

Spa day discounts

Pension scheme

Employee events

Job summary

Swinton Park Hotel in Ripon, United Kingdom, seeks a proactive Guest Services Manager to lead our front-of-house team and ensure an exceptional luxury guest journey. The role covers Reception, Concierge, Guest Services and Reservations, with a focus on flawless service, meticulous attention to detail, and seamless cross-department collaboration.

The ideal candidate will have solid leadership experience in a luxury hotel, outstanding communication skills, and a proactive, guest-centered approach.

Qualifications

• Experience leading a hospitality team in a luxury setting.
• Excellent written and verbal communication with guests and colleagues.
• Strong organisational skills and attention to detail.

Responsibilities

• Lead and develop the Guest Services team to deliver exceptional guest journeys.
• Oversee Reception, Concierge, Guest Services and Reservations operations.
• Ensure seamless, luxurious guest experiences from arrival to departure.
• Build relationships with local attractions and partners to enhance offerings.
• Coordinate guest experiences and handle feedback with a proactive approach.
• Manage rotas, staffing, stock control and departmental budgets.

Skills

Leadership

Communication

Organisation

Guest experience

Problem-solving

Job description

Guest Services Manager

Full time - 40 hours per week, working 5 days over 7. Shifts will be a mix of: 7:30 - 15:30 or 14:00 - 20:00 or 9:00 - 17:00 or 10:00 - 18:00 or 12:00 - 20:00

We take pride in being a reputable and forward-thinking employer, committed to fostering a supportive, engaging, and dynamic work environment. As a carbon-neutral estate with an ambition to become carbon negative, we are equally dedicated to environmental responsibility as we are to our people. Our culture is built on continuous improvement, collaboration, and a shared sense of purpose. We place a strong emphasis on the wellbeing of our team, recognizing that our people are at the heart of everything we do.

Guest Services is central to delivering a seamless, warm, and personalised guest journey. From arrival to departure, the team provides professional, knowledgeable, and attentive service, ensuring every interaction reflects the hotel’s luxury standards. With a focus on detail, discretion, and genuine hospitality, Guest Services plays a vital role in creating memorable experiences and setting the tone for an exceptional stay.

Key Responsibilities

Guest Experience & Operations

• Deliver exceptional guest service and act as a senior point of contact for guest enquiries and requests.
• Oversee the smooth operation of Reception, Concierge, Guest Services, and Reservations.
• Ensure guests enjoy a seamless and memorable experience throughout their stay.
• Coordinate and deliver estate activities and guest experiences.
• Develop relationships with local attractions and partners to enhance guest offerings.
• Manage guest supplies, lost property, luggage handling, valet parking, and courier services.
• Maintain excellent standards of presentation, cleanliness, and organisation throughout the department.

Team Leadership

• Lead, motivate, and develop the Guest Services team.
• Conduct daily briefings and ensure effective communication across the department.
• Provide coaching, training, and ongoing performance support.
• Assist with recruitment, onboarding, and induction of new team members.
• Create a positive and professional working environment where colleagues can thrive.
• Manage rotas and staffing levels in line with business demands and payroll budgets.

Service Excellence

• Ensure all guest interactions reflect the hotel's luxury standards and values.
• Proactively address guest feedback and resolve concerns effectively.
• Work closely with Housekeeping, Food & Beverage, Spa, and other departments to deliver a seamless guest experience.
• Identify opportunities for continuous improvement and innovation.

Health, Safety & Security

• Ensure compliance with all health, safety, fire, and security procedures.
• Conduct regular departmental safety checks and report maintenance issues promptly.
• Maintain accurate records relating to incidents, accidents, and near misses.
• Promote a safe and secure environment for guests, visitors, and colleagues.

About you

We're looking for someone who is passionate about hospitality and enjoys creating exceptional guest experiences.

You will have:

• Previous experience in a Guest Services, Front Office, Reception Management, or similar hospitality leadership role.
• Experience working within a luxury hotel, resort, or high-end hospitality environment.
• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Outstanding organisational skills and attention to detail.
• A proactive and solutions-focused approach.
• The ability to remain calm and professional under pressure.
• Experience managing rotas, staffing levels, stock control, and departmental budgets.
• Flexibility to work weekends, evenings, and peak trading periods when required.

Package description

At Swinton Estate we take pride in recognising and rewarding the dedication of our team members.

Alongside competitive pay and monthly TRONC, our team enjoys an exceptional range of benefits designed to enrich both work and life.

With 30 days’ annual leave - pro rata for part time (including bank holidays) and access to the NEST pension scheme for eligible team members, we’re committed to supporting your wellbeing, security, and professional growth.

From exclusive access to our award-winning facilities and exciting employee events, to wellbeing initiatives and bespoke learning opportunities, every detail reflects our dedication to excellence.

Working with us means becoming part of a team that values quality, care, and genuine hospitality in everything we do.

A few of the exclusive privileges our team enjoy include:

• Access to the Country Club and Spa facilities
• 50% discount on food and beverage (including Cookery School and Chefs Table) for you and up to 5 guests
• 50% discount on spa days for you and up to 3 guests
• Swinton Park Hotel and Swinton Bivouac stays for yourself, friends and family
• And many more!