Luxury Guest Services Leader

Harri; United Kingdom; Remote; GBP 36,000 - 48,000; Full time

Benefits offered by this job

28 days holiday

Extra holiday day on birthday

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, a luxury Georgian country house hotel set in Hertfordshire, seeks a passionate Guest Services Manager to inspire the Front Office team and deliver unforgettable guest experiences. The role covers pre-arrival planning, guest profiling, and seamless check-ins/outs in a 40-hour full-time schedule.

You will lead the Front Office, coach staff, and coordinate with departments to maintain 5-star standards and drive guest satisfaction. Weekend/bank holiday flexibility is required.

Qualifications

• Minimum 3 years in a guest services or supervisory role within a luxury 4- or 5-star hotel.
• Experience using Opera Cloud PMS.
• Strong communication and organisational skills.

Responsibilities

• Deliver exceptional 5-star service, representing Sopwell House professionally and warmly.
• Oversee pre-arrival experience, review reservations and confirm details.
• Lead and support Front Office team with guidance and motivation.
• Build personalised guest profiles and preferences to elevate stays.
• Manage arrivals/departures, escort guests to rooms, and support front desk.
• Oversee cash and banking procedures daily.
• Resolve guest concerns with empathy and efficiency; communicate with departments.

Skills

Guest service excellence

Leadership

Communication

Operational coordination

Tools

Opera Cloud PMS

Job description

Sopwell House, a luxury Georgian country house hotel set in Hertfordshire, seeks a passionate Guest Services Manager to inspire the Front Office team and deliver unforgettable guest experiences. The role covers pre-arrival planning, guest profiling, and seamless check-ins/outs in a 40-hour full-time schedule.

You will lead the Front Office, coach staff, and coordinate with departments to maintain 5-star standards and drive guest satisfaction. Weekend/bank holiday flexibility is required.