Front Office Assistant Manager

Full-Time Position, 40 hours

Your country home away from home, nestled within 12 acres of picturesque Hertfordshire countryside. Sopwell House is a luxurious, family-owned Georgian country house hotel offering timeless elegance and modern comfort. We’re proud to be a place where exceptional service is delivered with warmth, pride and purpose. We’re looking for a passionate and people-focused
Guest Services Manager
who can inspire our Front Office team and create unforgettable experiences for our guests.

• Deliver exceptional 5-star service, consistently representing Sopwell House in a professional, warm, and intuitive manner.
• Oversee the full pre-arrival experience, reviewing guest reservations, confirming details, and ensuring all requests, timings, and preferences are fully prepared in advance.
• Lead and support the Front Office team where necessary, providing guidance, coaching, and motivation to ensure service excellence at all times.
• Build personalised guest profiles, preferences, and special requirements to elevate every stay.
• Lead seamless arrivals and departures, greeting guests upon arrival, escorting them to their rooms, conducting check-outs, and supporting the Front Desk when needed.
• Overseeing cash and banking procedures on a daily basis
• Champion guest satisfaction, responding to concerns with empathy and efficiency, resolving issues promptly, and communicating key details to all relevant departments.
• Experience in complaint handling and conflict resolution is essential
• Ensure VIP and Special Attention guests receive flawless care, inspecting rooms and amenities, coordinating preparations, and representing their needs at operational meetings.
• Support the wider hotel operation, assisting other departments during busy periods or emergencies while driving revenue through thoughtful upselling of hotel services and facilities.

• Exceptional communication and organisational skills, with the ability to anticipate guest needs and coordinate seamlessly with other departments.
• Confidence in leading guest-facing operations, providing guidance to the Front Office team and ensuring service standards remain consistently high.
• Strong computer literacy, including the ability to manage multiple systems, guest profiles, and reservation details accurately while working under pressure.
• A minimum of 3 years experience in a similar Guest Services or supervisory role within a luxury 4- or 5- hotel environment.
• A proven background in delivering outstanding customer service, with a genuine passion for creating memorable guest experiences.
• Flexibility to work a variety of shift patterns, including weekends and bank holidays, to support the needs of a busy luxury hotel.
• Experience using Opera Cloud PMS, preferably with a strong understanding of guest profiles, billing, preferences, and pre-arrival processes.

• 28 days holiday + 1 Extra Holiday Day on Birthday
• Long Service Loyalty rewards
• Discounted Food and Beverage and accommodation