Head of Guest Services

Join us as Head of Guest Services 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 as Head of Guest Services, 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 and become a legend in your own story.

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, because We Care about our employees

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

• To set direction and provide entrepreneurial leadership for the guest service team in order to maximise individual and team potential and gain the best possible results ensuring everything we do is guest centric.
• Manage team members to ensure quality of data recorded is accurate and detailed.
• Recruit, develop and retain guest service team members with support from the Guest Completion of weekly rota, management of holiday and lieu within the department ensuring that the team are utilised efficiently to deliver the best possible service to our guests.
• Complete weekly timecards and forecasting to ensure payroll is in line with the budget.
• Evaluate and develop team members to ensure continued development of individuals completing regular one to one’s as well as completing ‘Your View’ for each team member.

Guest

• Manage and maintain MLA guest relationships while on property.
• Create and develop new relationships with guests connecting key individuals with our sales and guest relations team.
• Act as an ambassador for the hotel; ensuring all guests receive a personalised greeting and service during their stay.
• Promote a proactive approach to guest service and inspire your team to go above and beyond to surprise and delight our guests.
• Own guest requests and promises ensuring any issues are dealt with in a timely manner to give the guest the best possible outcome.
• Responsible for short lead time pre-arrivals and in-house guests.
• Collaborate with the guest relations team to ensure all information is accurate and new information is communicated onto each guest's profile.
• Lead the gift and recognition program at Coworth Park, ensuring the gifts are appropriate, creative and on brand.

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 and any operational issues are followed up to ensure they do not repeat.

Scope of role

• Strategic planning for FOH areas & contribute to Rooms Division planning.
• Balance short, medium & long term business & guest requirements.
• Responsible for operational profitability of Rooms Division and FOH.
• Budget accountability of £5 million.
• Develop long term capability of various teams.

What you’ll bring

Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As our Head of Guest Services you’ll have the opportunity to bring these to life and continue to create our legacy.

Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service ethic. English is the primary language used in our hotel. You can comfortably communicate in this language.

GCSE’s (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.

The specific strategic or operational knowledge needed to perform the job includes:

• Processes and operational knowledge: Understanding the software potential of the Fidelio Management System in order to maximise the usage of this, and manage the configuration.
• Hotel or Industry & legislation: Health & Safety, licensing; employment law.
• A second language would be preferable.

Leadership Competencies

• People Management and development
• Influence
• Communication
• Developing relationships
• Planning for Action
• Analysing information
• Decision Making
• Business Development

We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you require any accommodations during the application process, please contact the People & Culture team.