Guest Services Manager at Sopwell House in St Albans AL1 2HQ

Full-Time Position, 40 hours

Your country home away from home, nestled within 12 acres of picturesque Hertfordshire countryside. Sopwell House is a luxurious, family-owned Georgian country house hotel offering timeless elegance and modern comfort. We’re proud to be a place where exceptional service is delivered with warmth, pride and purpose. We’re looking for a passionate and people-focused Guest Services Manager who can inspire our Front Office team and create unforgettable experiences for our guests.

Your Role in Our Family:

• Deliver exceptional 5-star service, consistently representing Sopwell House in a professional, warm, and intuitive manner.
• Oversee the full pre-arrival experience, reviewing guest reservations, confirming details, and ensuring all requests, timings, and preferences are fully prepared in advance.
• Lead and support the Front Office team where necessary, providing guidance, coaching, and motivation to ensure service excellence at all times.
• Build personalised guest profiles, preferences, and special requirements to elevate every stay.
• Lead seamless arrivals and departures, greeting guests upon arrival, escorting them to their rooms, conducting check-outs, and supporting the Front Desk when needed.
• Overseeing cash and banking procedures on a daily basis
• Champion guest satisfaction, responding to concerns with empathy and efficiency, resolving issues promptly, and communicating key details to all relevant departments.
• Experience in complaint handling and conflict resolution is essential
• Ensure VIP and Special Attention guests receive flawless care, inspecting rooms and amenities, coordinating preparations, and representing their needs at operational meetings.
• Support the wider hotel operation, assisting other departments during busy periods or emergencies while driving revenue through thoughtful upselling of hotel services and facilities.

What Would Make You the Perfect Fit?

• Exceptional communication and organisational skills, with the ability to anticipate guest needs and coordinate seamlessly with other departments.
• Confidence in leading guest-facing operations, providing guidance to the Front Office team and ensuring service standards remain consistently high.
• Strong computer literacy, including the ability to manage multiple systems, guest profiles, and reservation details accurately while working under pressure.
• A minimum of 3 years experience in a similar Guest Services or supervisory role within a luxury 4- or 5- hotel environment.
• A proven background in delivering outstanding customer service, with a genuine passion for creating memorable guest experiences.
• Flexibility to work a variety of shift patterns, including weekends and bank holidays, to support the needs of a busy luxury hotel.
• Experience using Opera Cloud PMS, preferably with a strong understanding of guest profiles, billing, preferences, and pre-arrival processes.

The Best Bit:

• 28 days holiday + 1 Extra Holiday Day on Birthday
• Long Service Loyalty rewards
• Discounted Food and Beverage and accommodation
• Staff Events
• Uniform Provided
• Introduce a friend at work bonus
• Staff meals on duty

At Sopwell House, we live by our Vision, Purpose and Values.

We are dedicated to creating a world of ‘Perfect Contentment’ for both our team members and guests alike ‘Spreading kindness one act at a time’ along the way. Our team pride themselves on ‘Performing with Drive and Serving with Soul’ in everything we do.

“Being a part of the Sopwell Family made me think anything was possible in my career”

If this sounds like your dream job, we would love to hear from you!

All applicants must have the right to live and work in the UK. Please be advised that if you have not received a response within 14 days, please assume that your application has not been successful on this occasion.