Guest Services Manager

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

Full-Time Position, 40 hours

Your country home away from home, nestled within 12 acres of picturesque Hertfordshire countryside. Sopwell House is a 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. We’re looking for a passionate and people-focusedGuest Services Managerwho can inspire our Front Office team and create unforgettable experiences for our guests.

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 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.
• Overseeing cash and banking procedures on a daily basis
• Champion guest satisfaction, responding to concerns with empathy and efficiency, resolving issues promptly, and communicating key details to all relevant departments.
• Experience in complaint handling and conflict resolution is essential
• 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 Would Make You the Perfect Fit?

• 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 Cloud PMS, preferably with a strong understanding of guest profiles, billing, preferences, and pre-arrival processes.

The Best Bit:

• 28 days holiday + 1 Extra Holiday Day on Birthday
• Long Service Loyalty rewards
• Discounted Food and Beverage and accommodation
• Staff Events
• Uniform Provided
• Introduce a friend at work bonus
• Staff meals on duty

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.

“Being a part of the Sopwell Family made me think anything was possible in my career”

All applicants must have the right to live and work in the UK. Please be advised that if you have not received a response within 14 days, please assume that your application has not been successful on this occasion.

Compensation: Competitive salary