Guest Services Manager - £42,000 per year in Exmouth

Guest Services Manager - £42,000 per year

Lympstone Manor Hotel Restaurant and Vineyard

Description

Role:Guest Services Manager

Location:LympstoneManor 5* Luxury between Exeter and Exmouth

Resort information: https://lympstonemanor.co.uk/

Salary: £35,000 per year plus approximately £7,000 in tronc per year

Hours: Full time

Reporting to: General Manager &Assistant General Manager

Purpose of the Role

The Guest Services Manager is responsible for delivering anexceptional and personalised guest experience throughout every stage of theguest journey at Lympstone Manor.

Acting as a key operational leader and ambassador for thehotel, the Guest Services Manager will oversee daily guest-facing operations,support Reception and Front of House teams, undertake Duty Managementresponsibilities and work closely with the Restaurant, Housekeeping and wideroperational teams to ensure consistently outstanding service standards.

This is a highly visible role that requires a hands-onapproach, exceptional attention to detail and a genuine passion for luxuryhospitality. From personally welcoming guests on arrival and overseeingcheck-ins, to ensuring public areas are immaculate and anticipating guest needsbefore they arise, the Guest Services Manager will be instrumental in creatingmemorable experiences and exceeding guest expectations.

The successful candidate will lead by example, championingthe Lympstone Manor service culture and ensuring every guest interactionreflects the warmth, professionalism and excellence associated with the brand.

Personal requirements:

About You

• Previousexperience within luxury hospitality, boutique hotels or high-end guestservices.
• Experiencein Front Office, Guest Relations, Reception or Duty Management.
• Anatural host with exceptional interpersonal and communication skills.
• Highlyorganised with strong attention to detail.
• Confidentmaking decisions and resolving issues independently.
• Flexible,hands-on and willing to support any department when required.
• Ableto remain calm and professional under pressure.

Key Responsibilities

Guest Experience & Service Excellence

• Actas a visible host and ambassador for Lympstone Manor throughout the day.
• Personallywelcome, engage and build relationships with guests, ensuring a warm andmemorable experience.
• Takeownership of the guest journey from arrival through to departure.
• Anticipateguest needs and proactively seek opportunities to exceed expectations.
• Resolveguest concerns confidently and professionally, ensuring positive outcomes.
• Ensureguest preferences, special occasions and VIP requirements are recognisedand delivered.
• Maintainaccurate guest profiles and history to support personalised service.

Operational Leadership & Duty Management

• Undertakeregular Duty Manager shifts, acting as the senior operational contactacross the estate.
• Supportthe smooth running of all guest-facing departments.
• Makeinformed operational decisions and coordinate responses to guest, staffingor service issues.
• Conductregular inspections of guest bedrooms, public areas and facilities toensure standards are maintained.
• Ensureall health, safety and security procedures are adhered to at all times.
• Supportemergency and incident management procedures when required.

Reception & Front Office Support

• Supportthe Reception team with arrivals, departures and guest enquiries.
• Ensurecheck-in and check-out experiences are seamless and personalised.
• Provideleadership and guidance to the Reception team during busy periods.
• Assistwith training and development of team members where required.
• Maintainexcellent communication between Reception and operational departments.
• Supportthe Restaurant Management team with guest hosting and meet-and-greetresponsibilities.
• Escortguests to tables and facilitate smooth transitions between hotel andrestaurant experiences.
• Maintaina visible presence within the lounge, bar and restaurant areas duringservice periods.
• Supportservice teams during peak trading periods when required.
• Ensureall public areas, guest facilities and external guest spaces aremaintained to the highest standard.
• Regularlyinspect guest touchpoints including lounges, terraces, pool areas andguest amenities.
• Coordinatewith Housekeeping, Maintenance and other departments to resolve issuespromptly.
• Ensurethe hotel environment consistently reflects the luxury standards ofLympstone Manor.
• Fosterpositive working relationships across all departments.
• Leadby example through professionalism, positivity and a hands-on approach.
• Supporttraining, coaching and development initiatives.
• Promotea culture of teamwork, accountability and exceptional guest care.

The Guest Services Manager will act as the primary point ofcontact for guest feedback and service recovery, ensuring any concerns areresolved effectively and that every guest leaves with a positive impression ofLympstone Manor.

• Takeownership of guest feedback, concerns and complaints, ensuring they arehandled promptly, professionally and empathetically. Reporting to theassistant General Manager and General Manager
• Activelyseek guest feedback throughout the guest journey, identifyingopportunities to enhance the guest experience.
• Resolveservice issues wherever possible at first point of contact, escalatingappropriately when required.
• Followup with guests after service recovery actions to ensure satisfaction andrebuild confidence in the Lympstone Manor experience.
• Record,monitor and communicate guest feedback trends to department heads andsenior management
• Workcollaboratively with all departments to implement improvements arisingfrom guest feedback.
• Championa culture of continuous improvement by using guest insights, onlinereviews and direct feedback to drive service excellence.
• Encouragepositive guest reviews and support initiatives to improve guestsatisfaction scores and reputation metrics.

Staff & Team Development

• Leadby example in delivering the highest standards of guest service,professionalism and hospitality.
• Support,coach and develop team members across Reception, Restaurant and Front ofHouse operations.
• Assistwith the induction, training and ongoing development of new and existingteam members.
• Encouragea positive, collaborative and guest-focused culture throughout the hotel.
• Provideregular feedback and support to colleagues to drive continuous improvementin performance and service delivery.
• Workclosely with departmental managers to identify training needs anddevelopment opportunities.
• Assistin ensuring departmental training records and competency assessments arecompleted and maintained.
• Supportmanagement in maintaining appropriate staffing levels to deliverexceptional guest experiences at all times.
• Promotecross-departmental teamwork and knowledge sharing to enhance operationalefficiency and service standards.

Safety, Security & Compliance

The Guest Services Manager is responsible for ensuring thesafety, security and wellbeing of guests, colleagues and company assets at alltimes, whilst maintaining compliance with all company policies, procedures andstatutory requirements.

Key Responsibilities

• Leadby example in promoting a safe, secure and compliant working environmentthroughout the hotel.
• Maintaina thorough understanding of all Health & Safety policies, proceduresand emergency protocols relevant to the role.
• Ensurecompliance with all relevant legislation, including Health & Safety,Food Safety, COSHH, GDPR and employment regulations.
• Conductregular inspections of guest areas, public spaces and operational areas,identifying and reporting maintenance issues, hazards or risks promptly.
• Supportthe Duty Management team in responding to incidents, emergencies and guestwelfare concerns in a professional and timely manner.
• Ensureall colleagues operate in accordance with company safety standards andbest practice procedures.
• Maintainthe security and confidentiality of guest, employee and companyinformation at all times.
• Ensurepayment processes, credit policies and PCI compliance standards areadhered to in all guest transactions.
• Promotea culture of accountability and awareness regarding safety, security andrisk management across all departments.
• Ensureall accidents, incidents, near misses and guest concerns relating tosafety are reported and managed in accordance with company procedures.
• Protectthe privacy and reputation of guests and the business by maintainingstrict confidentiality and exercising discretion at all times, includingacross social media and digital communications.

Other Duties & Responsibilities

• Undertakeregular Duty Management shifts, acting as the senior operational presenceacross the estate.
• Supportthe day-to-day operation of Reception and assume responsibility in theabsence of senior management when required.
• Takean active role in the planning, coordination and delivery of hotel eventsand special occasions.
• Conductregular inspections of guest bedrooms, public areas, pool facilities andguest touchpoints to ensure exceptional presentation standards.
• Supportthe smooth operation of all guest-facing departments during busy periods,assisting wherever required.
• Maintainexcellent communication with all departments to ensure seamless guestexperiences.
• Ensureall guest accounting, cash handling and payment procedures are completedin accordance with company policies and controls.
• Activelyparticipate in cross-training initiatives to develop knowledge across alloperational areas of the hotel.
• Maintaina professional appearance and uphold the standards and values of theLympstone Manor brand at all times.
• Demonstrateflexibility and a hands-on approach, undertaking additional reasonableduties as required to support the business.
• Complywith all company policies, procedures and the staff handbook.
• Subjectto licence and insurance requirements, assist with valet parking and theoperation of company vehicles where appropriate.

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