Head of Guest Services- South Ascot

Blue Arrow; Ascot; On-site; GBP 47,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Head of Guest Services to oversee the guest services operation in South Ascot. The role involves leading a team to ensure a seamless guest experience, addressing needs, and managing Front of House operations. Candidates should have a hospitality degree and experience in a 5-star environment, with strong customer orientation and organizational skills.

Qualifications

• Hospitality degree required.
• Experience as a Duty Manager in a 5-star environment.
• Strong customer orientation and organizational skills.

Responsibilities

• Oversee and direct the guest services operation.
• Lead Front of House operation to provide an exceptional guest experience.
• Handle guest complaints and oversee seamless service delivery.

Skills

Customer orientated

Good written and spoken English

Good organization

Team player

Education

Hospitality degree

Tools

Computer Management system

Opera

Job description

Head of Guest Services- South Ascot, Ascot

Client:

Blue Arrow

Location:

Ascot, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

dcf2c1b831ce

Job Views:

11

Posted:

30.06.2025

Expiry Date:

14.08.2025

Job Description:

Job Description
Job Role - Head of Guest Service
Rate of pay - £47,000
Hours - 45 Hours
Location - South Ascot

POSITION OVERVIEW
To oversee and direct the guest services operation in order to exceed expectations and guest experience by leading your team to deliver service excellence throughout every stage of the guest journey.
To plan and manage your team to effectively deliver a warm welcome, a knowledgeable concierge service and a seamless departure to each of our guests.
* To lead the Front of House operation on a daily/nightly basis in order to provide an exceptional guest experience, from arrival through to departure.
* Anticipating guests needs in an intuitive manner and ensuring a seamless service is delivered at all times.
* Be an ambassador us, proactively reaching out to our guests during their stay to ensure that they have a seamless and anticipatory guest journey throughout their stay.
* Being an active communicator across the estate to ensure our teams are well informed of guest movements and preferences while creatively enhancing our guests' stay through thoughtful personalisation and creative gestures.
ESSENTIAL FUNCTIONS & PHYSICAL REQUIREMENTS
* Duty Manager responsibilities - to oversee the running of Front of House in order to ensure a smooth operation in all Front of House areas and ensuring guests receive seamless experiences.
* Ultimately responsible for the provision of a seamless guest experience.
* Offer support and guidance to the team in order to ensure all team members work as one team to produce an intuitive and seamless service delivery according to all CP standards.
* Handle and oversee complaints ensuring appropriate action is taken to resolve these and ensure customer satisfaction. Log all incidents and follow up with the General Manager and the guest.
* Attend meetings when necessary including the daily morning meetings.
* Ensure a lobby presence at all times especially peak times. Greeting and meeting with guests. Ensuring all VIP Guests are met.
* High engagement with guests throughout their stay to make them feel at home and create the warmth of our hote. In addition promoting hotel services and facilities.
* Responsible for the training and performance of the team, ensuring this is carried out and monitored on a daily basis.
* Daily reporting including nightly reports when required
* Run end of day using the hotels operating system when required
* Create daily briefing sheet
* Send out report pack to HOD's
* To coordinate with all hotel departments by anticipating and communicating guests needs.
* Daily Inspection of Front of House/ Back Office areas and guest rooms.
* Following up on guest complaints and queries from the day
* Live our values on a daily basis through being a brand ambassador.
Health & Safety
* Comply with all statutory and company health and safety, fire, bomb and security regulations
* Ensure job required certificates are kept up to date
Flexibility
* Along with your main duties you may be asked to complete other tasks as and when necessary and reasonably required
* You may on occasion be required to adjust your hours of work to cover the hotel needs
QUAIFICATIONS & DESIRABLES
* Hospitality degree
* 5 star experience
* Previous Duty Manager experience
* Computer Management system
* Customer orientated
* Good written and spoken English
* Good organization
* Team player
* Opera

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Created on 30/06/2025 by TN United Kingdom