Guest Services Manager

Sopwell House; St Albans; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

28 days holiday

Birthday extra day

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 Guest Services Manager to lead our Front Office team and deliver 5-star guest experiences.

You will oversee the full pre-arrival process, manage guest profiles, handle arrivals and departures, and support other departments while driving revenue through thoughtful upselling. Opera Cloud PMS experience is highly valued and exceptional communication is essential.

Qualifications

• Minimum 3 years experience in a luxury hotel Guest Services or supervisory role.
• Experience using Opera Cloud PMS and managing guest profiles.
• Excellent communication and organisational skills.

Responsibilities

• Deliver exceptional 5-star service 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.

Skills

Communication skills

Organisational skills

Leadership

Conflict resolution

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-focused Guest Services Manager who 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”

If this sounds like your dream
job, we would love to hear from you!

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.