At a Glance
- Tasks: Lead guest services, ensuring exceptional experiences and resolving concerns.
- Company: Join the stunning Langdale Hotel and Spa in the heart of the Lake District.
- Benefits: Enjoy free meals, fitness access, and a yearly complimentary stay.
- Other info: Live-in accommodation may be available for exceptional candidates.
- Why this job: Be part of a team that creates unforgettable guest experiences in a beautiful setting.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 31000 - 33000 £ per year.
Reports to: Guest Services Manager
Department: Hotel Operations
Salary: £31,000 - £33,000 Dependent on experience
Contract Type: Full-Time, Permanent
Hours: 39 hours per week
Location: Onsite, Langdale Hotel and Spa, Ambleside, LA22 9JD
Live-in accommodation may be available for exceptional candidates.
Company overview: Set in the heart of the English Lake District and surrounded by breath-taking scenery, the Langdale Estate offers a choice of luxury hotel, self-catering and timeshare accommodation, spa experiences and therapies, restaurant, and bar. At Langdale, we pride ourselves on giving our guests an exceptional service and so we want people who want to make a difference, who care about creating a guest experience that is unique and memorable.
Purpose, vision & values: Timeshare owners and Guests should be at the centre of everything that we do. Our people are important, and we should aim to do our very best by them at all times. It is incumbent upon us all to ensure that the business is sustainable so that it can deliver the owners' needs and ensure that our people prosper. The natural environment and our communities are central to our thinking at all times.
Role Summary: As Assistant Guest Services Manager, you will play a key role in delivering exceptional guest experiences across the resort. Primarily based within the Hotel Reception operation, you will lead guest-facing shifts, supervise Front Office colleagues, and support the wider Guest Services function including Host Services, Meetings & Events, and Brimstone operations. Working closely with the Guest Services Manager, you will help ensure every guest receives a warm, personalised and seamless experience throughout their stay. You will act as a senior point of contact during operational shifts, resolving guest concerns, supporting team development, and maintaining the highest standards of service delivery across the resort.
Key Responsibilities
- Support the day-to-day operation of the Front Office and Guest Service teams, ensuring a professional and welcoming arrival and departure experience for all guests.
- Lead Guest Services shifts and act as the senior operational contact for guest-related matters when on duty.
- Ensure all guest interactions are proactive, responsive and aligned with company service standards.
- Assist with pre-arrival planning and guest communications, ensuring special requests and preferences are captured and delivered.
- Monitor guest feedback and support service improvement initiatives.
- Handle guest enquiries, complaints and service recovery situations promptly and professionally.
- Support the management of VIP arrivals, repeat guests and special occasions.
- Maintain accurate guest profiles and operational records within hotel systems.
- Complete regular operational checks of Front Office standards and procedures.
- Assist with the development and implementation of Front Office SOPs and service standards.
- Support concierge services including activity bookings, local recommendations and bespoke guest requests.
- Work closely with Housekeeping, Maintenance, Food & Beverage, Spa and Leisure teams to ensure a seamless guest experience.
- Participate in the Duty Manager rota and provide operational support across the resort.
- Deputise for the Guest Services Manager during periods of absence.
Brimstone Hotel
- Support the Brimstone Team Leader and Host team in delivering exceptional guest experiences.
- Assist in maintaining operational and system standards in line with Brimstone brand expectations.
- Support guest requests, problem resolution and operational requirements at Brimstone as required.
- Work collaboratively with Housekeeping and Maintenance teams to ensure guest-facing standards are maintained.
Meetings and Events
- Support the planning and operational delivery of meetings, weddings and events.
- Liaise with Sales, Food & Beverage and operational teams to ensure event requirements are communicated effectively.
- Assist with event set-up, guest arrivals and event coordination when required.
- Support the collection and follow-up of event feedback.
Leadership
- Lead by example and promote a positive guest-focused culture across the resort.
- Coach, train and support Front Office and Guest Services team members during operational shifts.
- Assist with the onboarding and development of new team members.
- Support team communications and departmental meetings.
- Maintain strong working relationships with internal departments and external partners.
- Ensure compliance with health & safety, security and company procedures.
- Support the Guest Services Manager with audits, reporting and operational projects.
Our Ideal Candidate
- Passionate; Original; Daring; Flexible; Engaging; Curious; Unforgettable; Different. All about the Guest.
- Experience using hotel booking systems, property management systems (PMS), or similar reservation software.
- Proven experience of leading, supervising, and managing a reception or customer service team.
- Excellent communication and interpersonal skills, with the ability to build positive relationships with guests, colleagues, and external stakeholders.
- A calm, professional, and approachable manner, with strong conflict-resolution and problem-solving abilities.
- A good listener who can effectively resolve queries, complaints, and issues in a courteous and efficient manner.
- Strong organisational skills and the ability to prioritise tasks in a fast-paced environment.
- Excellent attention to detail and accuracy when handling bookings, payments, records, and guest information.
- Confidence in making decisions and taking responsibility for the smooth running of the reception function.
- A proactive and flexible approach, with the ability to adapt to changing business needs.
- Good IT skills, including experience with Microsoft Office applications and customer management systems.
- Ability to train, motivate, and support team members to deliver consistently high standards of service.
- Experience managing reception rotas, staffing levels, and daily operational requirements.
- Understanding of cash handling procedures, payment processing, and data protection requirements.
- Commitment to delivering outstanding customer service and creating a welcoming environment for all guests.
- Ability to work under pressure while maintaining professionalism and attention to detail.
- Knowledge of hotel, hospitality, leisure, healthcare, or visitor attraction environments would be advantageous.
What We Offer
- Be our guest with a yearly complimentary stay in our Langdale hotel, B&B rate for one night.
- Get fit for free with complimentary access to our Fitness and Leisure Facilities.
- Get fed for free with meals available in our staff canteen.
- Get recognised with a chance to win cash prizes through Guest Nominations and for colleagues voting you a Langdale Superstar.
- Get a bonus of up to £300.00 with our Refer a Friend scheme.
- Get Support with access to our confidential and impartial Employee Assistance Program (EAP) supported by our team of trained Mental Health First Aiders.
- Get it for less with staff discounts in Wainwrights Inn, Brimstone Spa, Brimstone Hotel, and Stove Restaurant alongside external Discounts such as Kendal Physio, Windermere Cruises, and B&Q Trade.
- Get Security after 6 months service you will gain enhanced Sick Pay and Life Cover up to twice your salary.
Equal Opportunity Employer
Langdale is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. We're committed to fostering an inclusive workplace where unique backgrounds, perspectives, and talents flourish. Our dedication to diversity fuels innovation, ensuring we remain at the forefront of our industry. Join us and be a part of a team that celebrates differences, creating a brighter, more diverse future together.
Working conditions
This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD. Staff accommodation or relocation support may be available for exceptional candidates. All candidates must have the legal right to live and work in the UK at the start of employment.
Assistant Guest Services Manager in Ambleside employer: Langdale Hotel and Spa
Langdale Hotel and Spa is an exceptional employer located in the stunning Lake District, offering a vibrant work culture that prioritises guest satisfaction and employee well-being. With benefits such as complimentary stays, access to fitness facilities, and a supportive environment for personal growth, employees are encouraged to thrive both professionally and personally. Join a team that values diversity and fosters a sense of community, making every day at work a rewarding experience.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Guest Services Manager in Ambleside
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Langdale Hotel and Spa. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Langdale Hotel and Spa
Don't be shy about reaching out to Langdale Hotel and Spa directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Assistant Guest Services Manager in Ambleside
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Langdale Hotel and Spa and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Langdale Hotel and Spa
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
