Guest Services Manager
Department: Front Office / Guest Services
Reports To: Assistant General Manager
Job Summary
The Albion Hotel are looking for a Guest Services Manager to develop our offering as a luxury boutique hotel. The hotel, having been refurbished in 2024, is growing a reputation as the best hotel on the Isle of Wight. Recent recognition has seen us attain two AA rosettes in our restaurant alongside winner of Best Hotel at the Isle of Wight awards 2025.
The Guest Services Manager will be responsible for delivering exceptional guest experiences and ensuring the highest standards of hospitality throughout the guest journey. This role oversees front office operations, concierge services, guest relations, valet, porters, and reception teams, ensuring personalized service that meets and exceeds the expectations of luxury hotel guests. The Guest Services Manager acts as a key point of contact for VIP guests, resolves service issues promptly, and drives continuous improvement in guest satisfaction scores.
Key Responsibilities
Guest Experience & Service Excellence
Ensure all guests receive a warm, professional, and personalized welcome.
Maintain luxury service standards throughout all guest touchpoints.
Handle guest complaints, feedback, and service recovery effectively.
Develop memorable guest experiences through proactive engagement.
Monitor online reviews and guest satisfaction surveys, implementing action plans where required.
Build strong relationships with returning guests and VIP clients.
Front Office Operations
Oversee daily operations of reception, concierge, valet, luggage services, and guest relations.
Ensure smooth check-in and check-out procedures.
Monitor room allocations and coordinate with Housekeeping and Maintenance departments.
Ensure compliance with hotel policies, procedures, and brand standards.
Manage guest requests, special requirements, and service delivery.
Team Leadership
Recruit, train, mentor, and develop guest service team members.
Conduct regular performance reviews and coaching sessions.
Prepare staff schedules in line with business levels and budget requirements.
Lead daily briefings and departmental meetings.
Foster a culture of excellence, professionalism, and teamwork.
Revenue & Financial Management
Support upselling initiatives to maximise room revenue and guest spend.
Monitor departmental costs and labour expenses.
Contribute to achieving hotel revenue and profitability targets.
Ensure accurate billing and cash handling procedures.
Health, Safety & Compliance
Ensure compliance with health and safety regulations.
Maintain awareness of fire safety, emergency procedures, and security protocols.
Ensure GDPR and guest confidentiality standards are maintained.
Support safeguarding and risk management procedures where applicable.
Skills & Qualifications
Essential
Previous experience in a luxury hotel front office or guest services management role.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Ability to resolve guest concerns professionally and efficiently.
Strong organisational and problem-solving skills.
Proficiency in hotel property management systems (PMS).
Degree or diploma in Hospitality Management, Tourism, or Business (preferred but not essential).
Experience with property management systems.
Knowledge of AA Hotel Quality Standards.
TPBN1_UKCT
Guest Services Manager in Freshwater employer: Albion Freshwater Ltd
Albion Freshwater Ltd is an attractive employer due to its commitment to delivering exceptional guest experiences in a luxury boutique hotel setting. The company fosters a culture of personalized service and excellence, providing employees with opportunities to develop their skills in hospitality management. With recent accolades such as two AA rosettes for its restaurant and recognition as the best hotel on the Isle of Wight, Albion Freshwater Ltd offers a dynamic work environment that encourages professional growth.
