Guest Services Manager

Lympstone Manor Hotel Restaurant and Vineyard

Description

Role:Guest Services Manager

Location:Lympstone Manor 5
* Luxury between Exeter and Exmouth

Resort information:

Salary: £35,000 per year plus approximately £7,000 in tronc per year

Hours: Full time

Reporting to
:
General Manager &Assistant General Manager

The Guest Services Manager is responsible for delivering an exceptional and personalised guest experience throughout every stage of theguest journey at Lympstone Manor.

Acting as a key operational leader and ambassador for thehotel, 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.

About You

• Previous experience within luxury hospitality, boutique hotels or high-end guestservices.
• Experience in Front Office, Guest Relations, Reception or Duty Management.
• Anatural host with exceptional interpersonal and communication skills.
• 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.
• Ableto remain calm and professional under pressure.

• Actas 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.

• 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 toensure standards are maintained.
• Ensureall health, safety and security procedures are adhered to at all times.
• Support emergency and incident management procedures when required.

• 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.
• 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.
• Maintaina visible presence within the lounge, bar and restaurant areas during service periods.
• Support service teams during peak trading periods when required.
• Ensureall public areas, guest facilities and external guest spaces are maintained to the highest standard.
• Regularly inspect guest touchpoints including lounges, terraces, pool areas andguest amenities.
• Coordinate with Housekeeping, Maintenance and other departments to resolve issues promptly.
• Ensurethe hotel environment consistently reflects the luxury standards of Lympstone Manor.
• Foster positive working relationships across all departments.
• Leadby example through professionalism, positivity and a hands-on approach.
• Support training, coaching and development initiatives.
• Promotea culture of…