At a Glance
- Tasks: Deliver exceptional guest experiences and lead a dynamic front-of-house team.
- Company: Wotton House, a quirky hotel steeped in history and natural wonder.
- Benefits: Discounted stays, flexible hours, wellness events, and free meals on duty.
- Other info: Inclusive culture with opportunities for personal and professional growth.
- Why this job: Join us to create memorable experiences and be part of our unique story.
- Qualifications: Experience in hospitality, strong leadership skills, and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
At Wotton House, we make every guest and team member feel part of our story – like anything is possible. Our space is your space, and we redefine what it means to offer bespoke experiences. We offer friendly, welcoming and authentic service that is personal to everyone, with little touches that make all guests and staff feel wanted. We make people feel special. They deserve to be here.
Wotton House is steeped in history and natural wonder, and we want everyone who visits to explore our story and become part of it. We are aware of our impact on the world around us, and our choices reflect this. We are proud to have a Green Key award, and we work closely with our local community and hyper local suppliers when we can.
Wotton House is a countryside escape and a space to gather, meet, stay and dine; an experience in itself, steeped in history and natural wonder, bringing people together to create memories. We are architects of innovation with a make it happen attitude.
OUR BENEFITS
- Discounted hotel room rates for you and your friends & family
- An additional day's leave for your birthday
- Enhanced Maternity, adoption & shared parental leave
- Course Sponsorship
- 30% F&B discount at RBH hotels
- Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
- Flexible working arrangements
- Wagestream - choose how and when you get paid
- Life Insurance
- Employee Assistance Programme
- Social and wellness events and activities all year round
- Free meals on duty saving you over £1000 per year
- And much much more!
A DAY IN THE LIFE OF A GUEST SERVICE MANAGER
What you'll be doing...
- Deliver exceptional guest experiences from arrival through departure, ensuring every interaction reflects the standards of Wotton House Hotel.
- Lead and support the front-of-house team, motivating colleagues to provide warm, professional, and personalised service.
- Handle guest enquiries, requests, and complaints efficiently, resolving issues with confidence and care.
- Oversee daily hotel operations to ensure smooth service across reception, guest relations, and public areas.
- Build strong relationships with guests, creating memorable stays and encouraging repeat business and positive reviews.
- Support the training, coaching, and development of team members to maintain high service standards.
- Monitor guest feedback and implement improvements to continuously enhance the guest journey.
- Collaborate closely with housekeeping, food & beverage, maintenance, and events teams to ensure seamless operations.
- Assist with duty management responsibilities, ensuring health, safety, and brand standards are consistently maintained.
- Drive upselling opportunities and promote hotel facilities, services, and experiences to maximise guest satisfaction and revenue.
- Maintain accurate records, reports, and shift handovers to ensure effective communication across departments.
- Act as an ambassador for Wotton House Hotel, delivering a welcoming and luxury hospitality experience at all times.
WHAT WE NEED FROM YOU
- Previous experience in a guest service, hospitality, or hotel management role.
- A passion for delivering outstanding customer service and creating memorable guest experiences.
- Strong leadership and team management skills with the ability to motivate and inspire others.
- Excellent communication and interpersonal skills, with a friendly and professional approach.
- The ability to remain calm under pressure and confidently resolve guest concerns and operational challenges.
- A proactive and hands-on attitude with strong attention to detail.
- Flexibility to work a variety of shifts, including evenings, weekends, and holidays when required.
- Strong organisational and multitasking abilities in a fast-paced environment.
- Confidence using hotel management systems like Opera.
- A positive, can-do mindset and a commitment to maintaining high hospitality standards.
- The ability to work collaboratively with multiple departments to ensure seamless hotel operations.
- A genuine enthusiasm for hospitality and representing the Wotton House Hotel brand professionally at all times.
EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact charlotte.power@wottonhousehotel.co.uk.
Guest Service Manager in Westcott employer: Wotton House-Front Office/Reception
At Wotton House, we pride ourselves on creating a welcoming and inclusive environment where every team member is valued and empowered to deliver exceptional guest experiences. Our commitment to employee growth is reflected in our comprehensive benefits package, including flexible working arrangements, course sponsorship, and social wellness events, all set against the backdrop of our stunning countryside location. Join us in crafting memorable moments for our guests while enjoying a unique work culture that celebrates innovation and community engagement.
Contact Details:
Wotton House-Front Office/Reception Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Manager in Westcott
✨Tip Number 1
Get to know Wotton House before your interview! Dive into their history, values, and what makes them unique. This way, you can show off your enthusiasm and how you fit into their wonderfully quirky culture.
✨Tip Number 2
Practice your guest service scenarios! Think about how you'd handle tricky situations or complaints. Being able to demonstrate your problem-solving skills will make you stand out as a candidate who can keep guests smiling.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips on the interview process and what it’s really like to work at Wotton House. Plus, it shows your genuine interest!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Wotton House family and being part of their story.
We think you need these skills to ace Guest Service Manager in Westcott
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for hospitality and how you can bring a bit of that quirky Wotton charm to our team.
Tailor Your Application:Make sure to customise your application to reflect the specific role of Guest Service Manager. Highlight your previous experience in guest service and how it aligns with our values of creating memorable experiences for every guest.
Show Off Your Skills:Don’t just list your skills; give us examples of how you've used them in past roles. Whether it's resolving guest complaints or leading a team, we want to know how you’ve made a difference in your previous positions.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this wonderfully Wotton opportunity!
How to prepare for a job interview at Wotton House-Front Office/Reception
✨Know the Wotton Way
Before your interview, dive deep into the ethos of Wotton House. Familiarise yourself with their commitment to bespoke experiences and how they make guests feel special. This will help you align your answers with their values and show that you're genuinely interested in being part of their story.
✨Showcase Your Guest Service Passion
Prepare examples from your past experiences where you've gone above and beyond for guests. Highlight situations where you resolved complaints or created memorable experiences. This will demonstrate your passion for outstanding customer service, which is crucial for a Guest Service Manager.
✨Emphasise Team Leadership Skills
As a potential leader, be ready to discuss your approach to motivating and inspiring a team. Share specific instances where you've successfully led a team, especially in high-pressure situations. This will showcase your ability to maintain high service standards and foster a positive work environment.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical guest service scenarios. Practice responding to these by thinking about how you would handle various situations, such as a guest complaint or a busy check-in period. This will help you demonstrate your calmness under pressure and problem-solving skills.
