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.
• 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.