Job title: Guest Services Manager

Location: Ware

Contract: Permanent

Hours: 40 hours per week, Monday to Sunday

Salary: £31,475

About the role:

Join a collection of elegant countryside hotels, where exceptional service meets stunning surroundings, they're looking for a Guest Services Manager to lead their front desk, elevate the guest experience, and inspire the Guest Services team.

Key responsibilities:

* Delivering a consistent guest experience across reception and front-of-house, with a visible presence to assist and support as needed

* Keeping guest profiles up to date to help personalise future stays

* Handling guest issues promptly and professionally, ensuring feedback is recorded and followed up by the team

* Supporting, training, and overseeing reception staff to maintain service standards and smooth daily operations

* Actively promoting hotel services, including upgrades and F&B offerings, to enhance the guest experience

* Managing cash handling, key control, banking, and reconciliations in line with procedures

* Monitoring outstanding accounts, credit limits, and processing necessary corrections or adjustments per policy

* Allocating rooms with care to balance occupancy and reduce unnecessary wear on rooms and furnishings

Candidate Requirements:

* Proficient in front office management in luxury or high-end hotels

* Experience using PMS systems (e.g., HART, Opera) and Microsoft Office

* Skilled in team leadership, staff supervision, and development

* Strong communicator with proven problem-solving and complaint-handling abilities

* Calm under pressure; able to multitask and make quick, effective decisions

* Familiar with Duty Manager duties, including shift cover, operations, and guest support

Company benefits:

* 29 days holiday

* 50% off food & drink at all exclusive locations

* Generous room rate discounts

* Access to 1,000+ retail & wellbeing offers via Hospitality Essentials

* 24/7 support through Hospitality Action

* Free meals on duty

* Staff recognition & rewards scheme