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. 

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.