Guest Services Manager

Job title: Guest Services Manager

Location: Ware

Contract: Permanent

Hours: 40 hours perk 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

Thank you for your interest in this vacancy, which is being advertised by Smart10 Recruitment Group, who are acting as an employment agency / business. Your application will be considered in competition with others, and we will contact you within 3 working days if you have been shortlisted.

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