Guest Services Manager

4 weeks ago


Daventry, United Kingdom HandPicked Hotels Full time
About Hand Picked Hotels:
Hand Picked Hotels is a distinguished collection of 21 unique, privately owned luxury country houses and coastal retreats, each selected for their distinctive character. With architectural charm and quintessential British appeal, every hotel offers stunning locations across the UK, from the scenic landscapes of Scotland to the serene shores of the Channel Islands. Our commitment to exceptional service ensures that every guest enjoys a memorable experience, encouraging repeat visits.
Position Overview:
We are seeking a Front Office Manager for our esteemed Fawsley Hall Hotel & Spa, part of the Hand Picked Hotels family. This luxurious establishment, located in Northamptonshire, boasts 4 AA Red Stars and a 2 AA Rosette restaurant, alongside one of the Midlands' premier destination spas and wellness facilities, all set within beautifully landscaped gardens designed by the renowned Capability Brown.
Key Responsibilities:
  • Oversee the Reception, porters, and night teams to ensure outstanding service delivery, placing guest satisfaction at the forefront of all operations.
  • Lead and inspire the team to achieve departmental objectives, organizing work activities and fostering a culture of continuous improvement.
  • Maintain a safe and secure workplace by adhering to all protocols and engaging the team in training and upselling initiatives.
  • Develop effective relationships to cultivate a positive learning environment, making informed decisions collaboratively to achieve shared goals.
  • Demonstrate a solid understanding of financial management, including labor costs, forecasting, and budgeting.
  • Foster a fun and inspiring atmosphere, embodying the spirit of our Passionate Hand Picked Team.
Candidate Profile:
  • Proven management experience in a Reception or Front Office setting, preferably within a 4 or 5-star luxury hotel environment.
  • Strong background in team management, coaching, and development, with a passion for motivating others to reach their full potential.
  • Dedication to delivering exceptional customer service, ensuring guests feel welcomed and valued.
  • Excellent interpersonal skills for building rapport with both colleagues and guests.
  • A professional, organized, and approachable demeanor, with the ability to anticipate guest needs and create lasting memories.
Benefits:
  • Competitive annual salary package, complemented by a share of service charge.
  • This is a full-time position requiring 40 hours per week, with a flexible schedule including weekends.
  • Generous company pension scheme with employer contributions.
  • Life assurance coverage.
  • Employee Assistance Program for personal support.
  • Company Sickness Scheme Benefit.
  • 28 days of annual leave, increasing with tenure.
  • Opportunities for career advancement through in-house and external training programs, including apprenticeships.
  • Exclusive staff rates for stays at Hand Picked Hotels and discounts on food and beverage.
  • Access to an online retail discount platform for savings at various retailers and restaurants.
  • Chance to build lasting friendships in a diverse and inclusive team environment.


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