Job Introduction
Guest Services Assistant - Create Exceptional Guest Experiences at Pennyhill Park
Pennyhill Park, part of the Exclusive Collection, is one of the UK's leading luxury country house hotels, renowned for exceptional hospitality, award-winning dining, and a world-class spa. Set within 123 acres of stunning Surrey countryside, Pennyhill Park combines luxury, warmth, and outstanding service to create unforgettable experiences for every guest.
As our Guest Services Assistant, you will be at the heart of our guest journey, delivering a warm welcome and ensuring every stay exceeds expectations. Working as part of our Front Office team, you'll create memorable moments through exceptional service, attention to detail, and genuine care for every guest who walks through our doors.
At Pennyhill Park, we believe in rewarding our teams for their passion and dedication. As a Guest Services Assistant, you'll enjoy:
- Competitive salary, plus service charge
- Great rates for stays across all Exclusive Collection hotels and 50% discount on Food & Beverage
- Free meals while on duty
- Access to our Employee Assistance Programme and wellbeing resources
- Exclusive discounts and perks through Hospitality Essentials
- Excellent training, development, and career progression opportunities within the Exclusive Collection
Key Responsibilities
As a Guest Services Assistant, you will be the welcoming face of Pennyhill Park, creating exceptional first impressions and ensuring every guest enjoys a seamless and memorable stay. Our Guest Services Assistant will:
- Deliver a warm, professional, and personal welcome to every guest arriving at Pennyhill Park
- Support all front desk operations, including check-ins, check-outs, reservations, and guest enquiries
- Build genuine connections with guests and create memorable experiences throughout their stay
- Handle telephone, email, and face-to-face enquiries efficiently and professionally
- Work closely with housekeeping, spa, food & beverage, and other hotel departments to ensure seamless guest experiences
- Share knowledge of the hotel, facilities, local area, and Exclusive Collection properties
- Maintain the highest standards of presentation and service within all guest-facing areas
- Actively contribute to guest satisfaction by resolving issues and responding positively to feedback
Person Specification
You'll be a passionate, friendly and customer-focused Guest Services Assistant who thrives on creating exceptional guest experiences. You'll bring:
- A genuine passion for hospitality and delivering outstanding customer service
- Previous experience in a guest-facing, reception, customer service, or hospitality role (preferred but not essential)
- Excellent communication and interpersonal skills
- A positive, approachable, and professional manner
- Strong organisational skills and attention to detail
- The ability to multitask and remain calm in a busy environment
- Confidence using computer systems and technology, with a willingness to learn new systems
- A team-focused attitude and commitment to maintaining the highest service standards
Why Exclusive Collection?
At Exclusive Collection, we are committed to creating memorable experiences for our guests and meaningful careers for our people. We are a certified B Corp, dedicated to sustainability, wellbeing, and responsible business practices. We foster an inclusive culture where individuals can develop, thrive, and achieve their potential.
As an equal opportunities employer, we welcome applications from all individuals with the right to work in the UK. If you require any adjustments during the application process, please let us know.
If you're ready to take the next step in your hospitality career and play a key role in delivering exceptional guest experiences at one of the UK's leading luxury hotels, we'd love to hear from you!
Apply today and join a team that celebrates attention to detail, teamwork and genuine care in everything we do.