Job Introduction
In a Nutshell
A very rare opportunity has arisen at Pennyhill Park. We are actively seeking a Guest Services Manager who’ll report into the Front Office Manager and will lead, motivate and inspire the Guest Services team to ensure that every guest and visitor has a memorable stay.
They say first and last impressions count – and in this role, you’ll be responsible for both. From the moment guests arrive to the moment they leave, you'll be at the heart of their experience – delivering warm welcomes, heartfelt goodbyes, and seamless stays. Whether it’s a check-in, a room upgrade, a special request, or simply a warm conversation – you’ll ensure that every guest journey is effortless and memorable.
If this sounds like the perfect role for you, keep reading and apply today!
Role Responsibility
Lots to do, but lots of fun
As our new Guest Services Manager, you’ll report into the Front Office Manager and will be responsible for:
• Leading the day-to-day operations of our Guest Services team to deliver a seamless guest experience.
• Setting and maintaining high standards of guest care, team presentation, and service delivery across all touchpoints.
• Acting as the main point of contact for guests, managing check-in/check-out procedures, room allocations, and special requirements.
• Coaching, mentoring, and developing the Guest Services team through hands-on leadership, feedback, coaching and training.
• Ensuring public areas and guest-facing spaces are immaculate and always guest-ready.
• Supporting the wider hotel management team with operational standards, team motivation, and cross-department collaboration.
• Carry out Duty Management shifts as and when required
The Ideal Candidate
Are you right for us?
To be successful in this role, you will need to demonstrate:
• At least 1 years’ experience in managing a Reception/Front Office or Guest Services team within a high-end or comparable hospitality setting.
• A genuine passion for delivering outstanding guest experiences with warmth, professionalism, and flair.
• Strong leadership skills with the ability to inspire and develop a high-performing team.
• Excellent communication and interpersonal skills.
• Impeccable personal presentation and grooming standards.
• Knowledge of Front of House and Reservations PMS (Property Management Systems).
• Working knowledge of Microsoft Word, Outlook and Excel.
• A calm, composed, and solutions-focused attitude – even under pressure.
• A clear, friendly telephone manner and guest-focused mindset.
Package Description
And now for the good stuff
Hospitality is all about looking after people and we are committed to our people. We work hard to ensure you can enjoy your job and are well rewarded. As well as excellent training, development and progression opportunities, other benefits include:
· Competitive salary, benefits and we pay above the Real Living Wage Employer.
· 29 days holiday (increasing with length of service)
· 50% Discount on food and beverage across all Exclusive properties
· Really big discounts of room nights across all Exclusive properties
· PERKZ discount scheme & Online guides such as Exercise, Wellbeing, and Finance.
· Meals on duty provided for free
· Recognition and rewards scheme
· Access to our learning platform including great training and development programs.
· Free gym access + where available dedicated classes.
· B Corp accredited and commitment to improving our People, Product and Planet.
· Free downloads to newspapers, magazines and books
· Cycle to work scheme
About the Company
Are we right for you?
We expect a lot but we’ll give a lot to get the right people. There are 4 main things we look for
1. We want people with bags of character. We don’t want you to hide your personality when you’re at work, we want you to feel comfortable, to be who you are.
2. We want people people. You’ve got to like being around others, smiling and chatting because you like people, not because someone told you to smile and chat.
3. We need extra milers. So if you think the job description is all you have to do, then we’re not for you.
4. You have to put your heart into it. When you tell a guest you’re happy to help, you have to mean it.