Guest Services Manager

Sopwell House; St Albans; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discounted food and beverage

Discounts on Spa treatments and Spa - 

Refer a Friend Scheme: earn up to £1,

Job summary

Sopwell House in Hertfordshire is seeking an experienced Front Office Supervisor to oversee guest services, pre-arrival planning, and seamless arrivals and departures. You will lead the Front Office team, ensuring 5-star service and personalised guest experiences across VIP and special attention guests.

You will coordinate with other departments, coach staff, and contribute to revenue through upselling hotel services while maintaining the highest standards of professionalism and guest

Qualifications

• 3+ years’ experience in guest services or supervisory role within a luxury 4- or 5- hotel environment.
• Strong customer service mindset and ability to upsell services.

Responsibilities

• Oversee the full pre-arrival experience, reviewing reservations and ensuring details and requests are prepared.
• Lead and coach the Front Office team to ensure service excellence.
• Build personalised guest journeys using guest profiles and preferences.
• Lead arrivals and departures, greet guests, and support the Front Desk.
• Respond to guest concerns with empathy and resolve issues promptly.
• Drive revenue through thoughtful upselling of hotel services and facilities.

Skills

Communication skills

Organisational skills

Guest services experience

Leadership

Tools

Opera PMS

Job description

Your country home away from home, nestled within 12 acres of picturesque Hertfordshire countryside. Sopwell House is a 5-star luxurious, family-owned Georgian country house hotel offering timeless elegance and modern comfort. We’re proud to be a place where exceptional service is delivered with warmth, pride and purpose.

At Sopwell House, we live by our Vision, Purpose and Values.

We are dedicated to creating a world of ‘Perfect Contentment’ for both our team members and guests alike ‘Spreading kindness one act at a time’ along the way. Our team pride themselves on ‘Performing with Drive and Serving with Soul’ in everything we do.

Your role in our family:

• Deliver exceptional 5-star service, consistently representing Sopwell House in a professional, warm, and intuitive manner.
• Oversee the full pre-arrival experience, reviewing guest reservations, confirming details, and ensuring all requests, timings, and preferences are fully prepared in advance.
• Lead and support the Front Office team where necessary, providing guidance, coaching, and motivation to ensure service excellence at all times.
• Build personalised guest journeys, using your knowledge of guest profiles, preferences, and special requirements to elevate every stay.
• Lead seamless arrivals and departures, greeting guests upon arrival, escorting them to their rooms, conducting check-outs, and supporting the Front Desk when needed.
• Champion guest satisfaction, responding to concerns with empathy and efficiency, resolving issues promptly, and communicating key details to all relevant departments.
• Ensure VIP and Special Attention guests receive flawless care, inspecting rooms and amenities, coordinating preparations, and representing their needs at operational meetings.
• Support the wider hotel operation, assisting other departments during busy periods or emergencies while driving revenue through thoughtful upselling of hotel services and facilities.

What we’re looking for:

• Exceptional communication and organisational skills, with the ability to anticipate guest needs and coordinate seamlessly with other departments.
• Confidence in leading guest-facing operations, providing guidance to the Front Office team and ensuring service standards remain consistently high.
• Strong computer literacy, including the ability to manage multiple systems, guest profiles, and reservation details accurately while working under pressure.
• A minimum of 3 years’ experience in a similar Guest Services or supervisory role within a luxury 4- or 5- hotel environment.
• A proven background in delivering outstanding customer service, with a genuine passion for creating memorable guest experiences.
• Flexibility to work a variety of shift patterns, including weekends and bank holidays, to support the needs of a busy luxury hotel.
• Experience using Opera PMS, preferably with a strong understanding of guest profiles, billing, preferences, and pre-arrival processes

The best bit:

• Learning and Development: Access our digital learning platform, and various courses to enhance your knowledge and skills
• Health & Wellbeing: Benefit from our interactive health and wellbeing platform and Employee Assistance Program.
• Health care cash plans: take advantage of our Health Care cash plan benefits, including 24-hours access to a GP.
• Discounted food and beverage, accommodation and spa for you and your family
• Discounts on Spa treatments and Spa days in our award-winning Cottonmill Spa
• Refer a Friend Scheme: earn up to £1,000 referral fee when you recommend someone to work with us
• Preferred Hotel Group discounted global hotel rates
• Free staff meals and parking

We’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail]

Right to Work

Applicants must have the legal right to live and work in the UK. Proof of documentation will be required in line with the Asylum and Immigration Act 1996.

Next Steps

If you’re shortlisted, we’ll give you a quick call to learn more about you and answer your questions. Candidates who progress will then be invited to the hotel for an in-person interview.