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Guest Service Manager
Wotton House
Guest Service Manager
Wotton House
Part Time
Full Time
Seasonal
Casual
9
Years
Experience
To be discussed
Part Time
Full Time
Seasonal
Casual
9
Years
Experience
To be discussed
Skills
customer service
Fluent in English
Description
JOIN US
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. Our experiences are crafted exclusively for you. 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.
The answer is yes, what is the question? We are architects of innovation; a little bit quirky and eccentric with a can-do attitude that helps to craft different and inventive experiences for all our guests. Wotton House is steeped in history and natural wonder, and we want everyone who visits to explore our story and become part of it. Botanicals are in our fabric and everything we do reflects this. 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. We are brave and we have a sense of humour – we are the flamingo in a flock of pigeons. Everything we do is Wonderfully Wotton.
OUR HOTEL
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 space is your space, crafted exclusively for you.
It’s Wonderfully Wotton.
It’s Wonderfully Wotton
Wonderfully welcoming, wonderfully Wotton
Wonderfully whimsical, wonderfully Wotton
Oh, it’s just wonderfully Wotton!
The Wotton way – it’s wonderfully Wotton
OUR BENEFITS
You will have access to a benefits package we believe truly works for our people
- 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.
JOIN US
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. Our experiences are crafted exclusively for you. 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.
The answer is yes, what is the question? We are architects of innovation; a little bit quirky and eccentric with a can-do attitude that helps to craft different and inventive experiences for all our guests. Wotton House is steeped in history and natural wonder, and we want everyone who visits to explore our story and become part of it. Botanicals are in our fabric and everything we do reflects this. 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. We are brave and we have a sense of humour – we are the flamingo in a flock of pigeons. Everything we do is Wonderfully Wotton.
OUR HOTEL
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 space is your space, crafted exclusively for you.
It’s Wonderfully Wotton.
It’s Wonderfully Wotton
Wonderfully welcoming, wonderfully Wotton
Wonderfully whimsical, wonderfully Wotton
Oh, it’s just wonderfully Wotton!
The Wotton way – it’s wonderfully Wotton
OUR BENEFITS
You will have access to a benefits package we believe truly works for our people
- 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.
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Guest Service Manager
Part Time
Full Time
Seasonal
Casual
9
Years
Experience
To be discussed
Skills
customer service
Fluent in English
Guildford Road, Dorking, England RH5 6HS, United Kingdom