Head of Guest Services

Luxury Country House Hotel

Berkshire

We are seeking an exceptional Head of Guest Services to lead and elevate the guest experience at a prestigious 5-star country house hotel nestled in the beautiful Berkshire countryside.

As the Head of Guest Services, you will be the face of the business, driving a service culture that consistently exceeds guest expectations across every touchpoint—from arrival to farewell. This is a rare opportunity to join a world-renowned luxury brand that values individuality, innovation, and team spirit.

What You'll Do:

• Lead a passionate team delivering warm welcomes, expert concierge services, and seamless departures.

• Build strong relationships with guests, creating meaningful and memorable moments.

• Oversee daily departmental operations including guest arrivals, briefings, transport logistics, and recognition programs.

• Strategically contribute to the Rooms Division, managing a large budget and ensuring operational excellence.

• Collaborate across departments to ensure high levels of communication and service personalization.

• Inspire a proactive, guest-centric culture where your team is empowered to delight.

What We're Looking For:

• Extensive experience in 5-star hospitality, ideally within a luxury country house or similar environment

• Good understanding of the UK market but also international guests

• A confident, approachable leader with proven experience managing high-performing guest service teams.

• Strong knowledge of front office systems (e.g., Fidelio), operational processes, and financial accountability.

• Excellent interpersonal skills, a second language is a plus.

• A hands-on, visible leader with passion, resilience, and emotional intelligence.

What's on Offer:

• Salary: £47,000 + generous tronc scheme

• Industry-leading training and development programs

• Career progression within a celebrated global hotel group

• A supportive and inclusive working culture where your personality shines

Kellan Group (including all of our brands, Berkeley Scott, RK and Quantica) are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business. You'll find a wide selection of vacancies on our websites

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