Luxury Front Office Guest Services Manager

Sopwell House; St Albans; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

28 days holiday

Birthday day off

Loyalty rewards

Discounted dining

Discounted accommodation

Job summary

Sopwell House in Hertfordshire is seeking a passionate Guest Services Manager to lead the Front Office team and ensure flawless, 5-star guest experiences. You will review reservations, tailor pre-arrival arrangements, and mentor the team to deliver warm, professional service across all touchpoints.

With at least 3 years' supervisory luxury-hotel experience, you will drive guest satisfaction, handle complaints gracefully, and coordinate with other departments to upsell services while maintaining

Qualifications

• Minimum 3 years experience in a similar Guest Services or supervisory role within a luxury 4- or 5- hotel environment.
• Experience in delivering outstanding customer service and creating memorable guest experiences.

Responsibilities

• Lead and support the Front Office team with guidance, coaching and motivation.
• Oversee pre-arrival experience, reviewing reservations and confirming details.
• Greet guests on arrival and assist with check-ins/check-outs; support Front Desk as needed.
• Champion guest satisfaction and resolve concerns with empathy and efficiency.
• Coordinate with other departments and upsell hotel services.

Skills

Communication

Leadership

Organisational skills

Opera Cloud PMS

Job description

Sopwell House in Hertfordshire is seeking a passionate Guest Services Manager to lead the Front Office team and ensure flawless, 5-star guest experiences. You will review reservations, tailor pre-arrival arrangements, and mentor the team to deliver warm, professional service across all touchpoints.

With at least 3 years' supervisory luxury-hotel experience, you will drive guest satisfaction, handle complaints gracefully, and coordinate with other departments to upsell services while maintaining