Guest Services Manager

Recruit Genie; United Kingdom; Remote; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Health & Wellbeing

Cash Plan

Staff Meals

Parking

Spa Discounts

Spa Products Discount

Referral Bonus

Hotel Rates

Learning Platform

Job summary

Sopwell House in Hertfordshire is seeking a Guest Services Manager to oversee the pre-arrival experience, lead the Front Office team, and ensure flawless VIP service for a luxury guest experience.

You will build personalised guest journeys, manage arrivals and departures, and collaborate across departments to maximise guest satisfaction and upsell hotel services.

Qualifications

• Excellent communication and organisational skills, with the ability to anticipate guest needs and coordinate with multiple departments.
• Proven leadership of guest-facing operations and guidance to Front Office teams.
• Strong IT literacy for managing guest profiles and reservations.
• Experience with Opera PMS and pre-arrival processes is preferred.

Responsibilities

• Deliver exceptional 5-star service with warmth and professionalism.
• Oversee pre-arrival experience by reviewing reservations and confirming details.
• Lead and support Front Office team to ensure service excellence.
• Create personalised guest journeys based on profiles and preferences.
• Coordinate arrivals/departures, greet guests, and assist Front Desk as needed.
• Address guest concerns with empathy, resolving issues promptly.
• Coordinate with other departments during busy periods and upsell hotel services.

Skills

Communication skills

Guest experience

Leadership

Shift management

Front Office coordination

Guest profiles

Tools

Opera PMS

Job description

Guest Services Manager

Full-time Position

Your country home away from home, nestled within 12 acres of picturesque Hertfordshire countryside. Sopwell House is a luxurious 5 star, 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
• Discount on Spa products
• 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

Equal Opportunities

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.

We may close the role once we’ve found the right person.