Head of Guest Services

Join us at Coworth Park, recently recognised as one of The Sunday Times Top 10 Best Places to Work for in 2024. 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.

We care about your career and are known for having the absolute best people in the industry. When you join us, you start a unique opportunity to become celebrated as the very best in your field. You will learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership.

What you’ll get:

• Fantastic Employee bonus scheme and Excellent Service charge
• Complimentary stays including breakfast across the Dorchester Collection Hotels
• 50% F&B discount at selected bars and restaurants within the Dorchester Collection
• Vibrant Social events that bring employees together including a Winter ball
• Amazing benefits such as discounts in various high street and online shops, enhanced family leave entitlements and competitive Private Pension Scheme
• Apprenticeship, training and development opportunities
• Up to £1000 bonus when you recommend a friend
• Access to immediate well-being advice

What you’ll do:

You’ll love what you do and take pride in delighting our guests. Our Head of Guest Services will oversee and direct the guest services operation in order to exceed expectations and guest experience by leading your team to deliver service excellence throughout every stage of the guest journey. You will plan and manage your team to effectively deliver a warm welcome, a knowledgeable concierge service and a seamless departure to each of our guests.

People:

• Set direction and provide entrepreneurial leadership for the guest service team to maximise individual and team potential.
• Manage team members to ensure quality of data recorded is accurate and detailed.
• Recruit, develop and retain guest service team members.
• Complete weekly rota, management of holiday and lieu within the department.
• Evaluate and develop team members to ensure continued development.

Guest:

• Manage and maintain MLA guest relationships while on property.
• Create and develop new relationships with guests.
• Act as an ambassador for the hotel; ensuring all guests receive a personalised greeting and service during their stay.
• Own guest requests and ensure any issues are dealt with in a timely manner.
• Collaborate with the guest relations team to ensure all information is accurate.
• Lead the gift and recognition program at Coworth Park.

Operation:

• Lead departmental briefings, daily guest recognition meetings and planning of the arrival and departure strategy.
• Work closely with suppliers to ensure transfers, concierge and guest requests are handled efficiently.
• Responsible for operational profitability of Rooms Division and FOH.
• Budget accountability of £5 million.

What you’ll bring:

• Strong communication skills with a strong customer service ethic.
• GCSEs (including Mathematics and English), A levels either an HND or degree in hotel administration are required.
• Extensive experience in a similar operational area.
• Strong experience in a leadership role.
• Extensive experience in similar 5-star establishment, ideally within a country house hotel.
• Understanding of the software potential of the Fidelio Management System.
• Knowledge of Health & Safety, licensing; employment law.
• A second language would be preferable.

We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.