Shift Leader - Guest Services

Dorchester Hotel Ltd.; Blacknest; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Complimentary nights with breakfast

50% F&B discount

Employee Introductory Scheme

Team awards and incentives

Contributory pension scheme

Life assurance cover

Uniform laundering

Meals on duty

Complimentary Internet

Interest-free Season Ticket Loan

Occupational Health benefits

Complimentary Eye Test for VDU users

Job summary

A luxury hospitality company is looking for a Guest Services Co-ordinator Shift Leader to supervise the Guest Service team and ensure high levels of customer satisfaction. The role involves liaising with VIP guests and managing check-in/check-out processes. Ideal candidates are passionate about delivering excellent service and have experience with Opera and Microsoft Office. The position includes various benefits such as complimentary meals and an employee introductory scheme. Located in Blacknest, United Kingdom.

Qualifications

• Passionate about hospitality and delivering a 5* service.
• Experience managing guest services.
• Ability to provide training and support to team members.

Responsibilities

• Supervise Guest Service Receptionists and assist them with issues.
• Assist with Check-in and Check-out procedures.
• Ensure billing is accurate and up to date.
• Liaise with VIP guests to meet their needs.
• Address any guest concerns promptly.
• Conduct shift handover with the Guest Service Manager.
• Assist Guest Service Managers as needed.
• Identify training needs of staff.
• Provide on-the-job training for new staff.
• Act as an ambassador for the hotel.

Skills

Customer service orientation

Experience of Opera

Excellent IT knowledge

Good written and spoken English

Team player

Tools

Microsoft Office

Job description

Join us as a Guest Services Co‑ordinator Shift Leader at Coworth Park Hotel, recently recognised as one of The Sunday Times Top 10 Best Places to Work for in 2025. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.

What you'll get

• Complimentary nights with breakfast within Dorchester Collection
• 50% F&B discount at selected restaurants at The Dorchester and Coworth Park
• Very generous Employee Introductory Scheme offered
• Team members' awards and incentives schemes
• Contributory pension scheme entitlement from date of commencement
• Life assurance cover for all team members
• Uniform laundered complimentary
• Complimentary meals whilst on duty at our team members' restaurants
• Complimentary Internet at allocated computers in team areas
• Interest free Season Ticket Loan
• Occupational Health, including subsidised massage treatments and health clinics
• Complimentary Eye Test for VDU users

What you'll do

• Supervise Guest Service Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed up to standards
• Assist with Check‑in and Check‑out
• Supervise the billing, ensuring folios are up to date and accurate
• Liaise directly with the VIP guests ensuring all their needs are met
• Deal promptly and effectively with any guest concerns
• Conduct a shift handover in conjunction with the Guest Service Manager at the end of each shift
• Assist the Guest Service Managers when needed
• Identify any training needs of the Guest Service Coordinators staff and communicate these to management
• Carry out on‑the‑job training with all Guest Service Receptionists
• Act as an ambassador of the hotel
• Attend any training courses that may be beneficial

What you'll bring

• Passionate about hospitality and delivering a 5* service to our guests
• Customer service orientated
• Experience of Opera
• Excellent IT knowledge including Microsoft Office
• Good written and spoken English
• Team player

We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you require any accommodations during the application process, please contact the People & Culture team at [e-mail]

Job Location

United Kingdom

Reference

2026-6149