Role: Guest Services Manager
Location:
Lympstone
Manor 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 an
exceptional and personalised guest experience throughout every stage of the
guest journey at Lympstone Manor.
Acting as a key operational leader and ambassador for the
hotel, the Guest Services Manager will oversee daily guest-facing operations,
support Reception and Front of House teams, undertake Duty Management
responsibilities and work closely with the Restaurant, Housekeeping and wider
operational teams to ensure consistently outstanding service standards.
This is a highly visible role that requires a hands-on
approach, exceptional attention to detail and a genuine passion for luxury
hospitality. From personally welcoming guests on arrival and overseeing
check-ins, to ensuring public areas are immaculate and anticipating guest needs
before they arise, the Guest Services Manager will be instrumental in creating
memorable experiences and exceeding guest expectations.
The successful candidate will lead by example, championing
the Lympstone Manor service culture and ensuring every guest interaction
reflects the warmth, professionalism and excellence associated with the brand.
Personal requirements:
About You
- Previous
experience within luxury hospitality, boutique hotels or high-end guest
services.
- Experience
in Front Office, Guest Relations, Reception or Duty Management.
- A
natural host with exceptional interpersonal and communication skills.
- Passionate
about delivering memorable guest experiences.
- Highly
organised with strong attention to detail.
- Confident
making decisions and resolving issues independently.
- Flexible,
hands-on and willing to support any department when required.
- Able
to remain calm and professional under pressure.
- Full
UK driving licence desirable.
Key Responsibilities
Guest Experience & Service Excellence
- Act
as a visible host and ambassador for Lympstone Manor throughout the day.
- Personally
welcome, engage and build relationships with guests, ensuring a warm and
memorable experience.
- Take
ownership of the guest journey from arrival through to departure.
- Anticipate
guest needs and proactively seek opportunities to exceed expectations.
- Resolve
guest concerns confidently and professionally, ensuring positive outcomes.
- Ensure
guest preferences, special occasions and VIP requirements are recognised
and delivered.
- Maintain
accurate guest profiles and history to support personalised service.
Operational Leadership & Duty Management
- Undertake
regular Duty Manager shifts, acting as the senior operational contact
across the estate.
- Support
the smooth running of all guest-facing departments.
- Make
informed operational decisions and coordinate responses to guest, staffing
or service issues.
- Conduct
regular inspections of guest bedrooms, public areas and facilities to
ensure standards are maintained.
- Ensure
all health, safety and security procedures are adhered to at all times.
- Support
emergency and incident management procedures when required.
Reception & Front Office Support
- Support
the Reception team with arrivals, departures and guest enquiries.
- Ensure
check-in and check-out experiences are seamless and personalised.
- Provide
leadership and guidance to the Reception team during busy periods.
- Assist
with training and development of team members where required.
- Maintain
excellent communication between Reception and operational departments.
Restaurant Hosting & Guest Relations
- Support
the Restaurant Management team with guest hosting and meet-and-greet
responsibilities.
- Escort
guests to tables and facilitate smooth transitions between hotel and
restaurant experiences.
- Maintain
a visible presence within the lounge, bar and restaurant areas during
service periods.
- Support
service teams during peak trading periods when required.
Standards & Estate Presentation
- Ensure
all public areas, guest facilities and external guest spaces are
maintained to the highest standard.
- Regularly
inspect guest touchpoints including lounges, terraces, pool areas and
guest amenities.
- Coordinate
with Housekeeping, Maintenance and other departments to resolve issues
promptly.
- Ensure
the hotel environment consistently reflects the luxury standards of
Lympstone Manor.
Team Collaboration
- Foster
positive working relationships across all departments.
- Lead
by example through professionalism, positivity and a hands-on approach.
- Support
training, coaching and development initiatives.
- Promote
a culture of teamwork, accountability and exceptional guest care.
Guest Feedback & Complaint Resolution
The Guest Services Manager will act as the primary point of
contact for guest feedback and service recovery, ensuring any concerns are
resolved effectively and that every guest leaves with a positive impression of
Lympstone Manor.
- Take
ownership of guest feedback, concerns and complaints, ensuring they are
handled promptly, professionally and empathetically. Reporting to the
assistant General Manager and General Manager
- Actively
seek guest feedback throughout the guest journey, identifying
opportunities to enhance the guest experience.
- Resolve
service issues wherever possible at first point of contact, escalating
appropriately when required.
- Follow
up with guests after service recovery actions to ensure satisfaction and
rebuild confidence in the Lympstone Manor experience.
- Record,
monitor and communicate guest feedback trends to department heads and
senior management.
- Work
collaboratively with all departments to implement improvements arising
from guest feedback.
- Champion
a culture of continuous improvement by using guest insights, online
reviews and direct feedback to drive service excellence.
- Encourage
positive guest reviews and support initiatives to improve guest
satisfaction scores and reputation metrics.
Staff & Team Development
- Lead
by example in delivering the highest standards of guest service,
professionalism and hospitality.
- Support,
coach and develop team members across Reception, Restaurant and Front of
House operations.
- Assist
with the induction, training and ongoing development of new and existing
team members.
- Encourage
a positive, collaborative and guest-focused culture throughout the hotel.
- Provide
regular feedback and support to colleagues to drive continuous improvement
in performance and service delivery.
- Work
closely with departmental managers to identify training needs and
development opportunities.
- Assist
in ensuring departmental training records and competency assessments are
completed and maintained.
- Support
management in maintaining appropriate staffing levels to deliver
exceptional guest experiences at all times.
- Promote
cross-departmental teamwork and knowledge sharing to enhance operational
efficiency and service standards.
Safety, Security & Compliance
The Guest Services Manager is responsible for ensuring the
safety, security and wellbeing of guests, colleagues and company assets at all
times, whilst maintaining compliance with all company policies, procedures and
statutory requirements.
Key Responsibilities
- Lead
by example in promoting a safe, secure and compliant working environment
throughout the hotel.
- Maintain
a thorough understanding of all Health & Safety policies, procedures
and emergency protocols relevant to the role.
- Ensure
compliance with all relevant legislation, including Health & Safety,
Food Safety, COSHH, GDPR and employment regulations.
- Conduct
regular inspections of guest areas, public spaces and operational areas,
identifying and reporting maintenance issues, hazards or risks promptly.
- Support
the Duty Management team in responding to incidents, emergencies and guest
welfare concerns in a professional and timely manner.
- Ensure
all colleagues operate in accordance with company safety standards and
best practice procedures.
- Maintain
the security and confidentiality of guest, employee and company
information at all times.
- Ensure
payment processes, credit policies and PCI compliance standards are
adhered to in all guest transactions.
- Promote
a culture of accountability and awareness regarding safety, security and
risk management across all departments.
- Ensure
all accidents, incidents, near misses and guest concerns relating to
safety are reported and managed in accordance with company procedures.
- Protect
the privacy and reputation of guests and the business by maintaining
strict confidentiality and exercising discretion at all times, including
across social media and digital communications.
Other Duties & Responsibilities
- Undertake
regular Duty Management shifts, acting as the senior operational presence
across the estate.
- Support
the day-to-day operation of Reception and assume responsibility in the
absence of senior management when required.
- Take
an active role in the planning, coordination and delivery of hotel events
and special occasions.
- Conduct
regular inspections of guest bedrooms, public areas, pool facilities and
guest touchpoints to ensure exceptional presentation standards.
- Support
the smooth operation of all guest-facing departments during busy periods,
assisting wherever required.
- Maintain
excellent communication with all departments to ensure seamless guest
experiences.
- Ensure
all guest accounting, cash handling and payment procedures are completed
in accordance with company policies and controls.
- Actively
participate in cross-training initiatives to develop knowledge across all
operational areas of the hotel.
- Maintain
a professional appearance and uphold the standards and values of the
Lympstone Manor brand at all times.
- Demonstrate
flexibility and a hands-on approach, undertaking additional reasonable
duties as required to support the business.
- Comply
with all company policies, procedures and the staff handbook.
- Subject
to licence and insurance requirements, assist with valet parking and the
operation of company vehicles where appropriate.
