Job Title: Assistant Guest Services Manager
Salary: £31,000 - £33,000, Dependent on Experience
Contract Type: Full-Time, Permanent
Hours: 39 hours per week
Live-in accommodation may be available for exceptional candidates.
This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.
Role Summary
As Assistant Guest Services Manager, you will play a key role in delivering exceptional guest experiences across the resort. Primarily based within the Hotel Reception operation, you will lead guest-facing shifts, supervise Front Office colleagues, and support the wider Guest Services function including Host Services, Meetings & Events, and Brimstone operations. Working closely with the Guest Services Manager, you will help ensure every guest receives a warm, personalised and seamless experience throughout their stay.
Key Responsibilities
Support smooth daily Front Office and Guest Services operations, ensuring professional arrivals, departures, and consistently high guest‑interaction standards.
Lead Guest Services shifts, handle enquiries, complaints, VIPs, and service recovery, while maintaining accurate guest records and supporting pre‑arrival planning.
Work collaboratively across all departments including Housekeeping, Maintenance, F&B, Spa, Leisure, and Brimstone to deliver seamless guest experiences.
Assist with meetings, weddings, and events through effective communication, coordination, set‑up, guest support, and follow‑up.
Provide leadership by coaching team members, supporting onboarding, maintaining strong internal relationships, and ensuring compliance with procedures and safety standards.
Contribute to operational improvements through SOP development, audits, reporting, and deputising for the Guest Services Manager when required.
Our Ideal Candidate
Experience with hotel booking systems, PMS platforms, reservation software, and strong IT skills including Microsoft Office.
Proven ability to lead, supervise, and support reception or customer‑service teams, including rota and staffing management.
Excellent communication, interpersonal, listening, and conflict‑resolution skills with a calm, professional manner.
Highly organised, accurate, and detail‑focused, able to prioritise tasks and work under pressure.
Confident decision‑maker with strong problem‑solving abilities and a proactive, flexible approach.
Knowledge of cash handling, payment processing, data protection, and hospitality or leisure environments is advantageous.
What We Offer
Be our guest with a yearly complimentary stay in our Langdale hotel, B&B rate for one night.
Get fit for free with complimentary access to our Fitness and Leisure Facilities.
Get fed for free with meals available in our staff canteen.
Get recognised with a chance to win cash prizes through Guest Nominations and for colleagues voting you a Langdale Superstar.
Get a bonus of up to £300.00 with out Refer a Friend scheme.
Get support with access to our confidential and impartial Employee Assistance Program (EAP) supported by our team of trained Mental Health First Aiders.
Get it for less with staff discounts in Wainwrights Inn, Brimstone Spa, Brimstone Hotel and Stove Restaurant alongside external discounts such as Kendal Physio, Windermere cruises and B&Q trade.
Get security after 6 months of service, you will gain enhanced Sick Pay and Life cover up to twice your salary.
Equal Opportunity Employer
Langdale is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. We're committed to fostering an inclusive workplace where unique backgrounds, perspectives, and talents flourish. Our dedication to diversity fuels innovation, ensuring we remain at the forefront of our industry. Join us and be a part of a team that celebrates differences, creating a brighter, more diverse future together.
Working conditions
This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.
Staff accommodation or relocation support may be available for exceptional candidates.
All candidates must have the legal right to live and work in the UK at the start of employment.
Company overview
Set in the heart of the English Lake District and surrounded by breath-taking scenery the Langdale Estate offers a choice of luxury hotel, self-catering and timeshare accommodation, spa experiences and therapies, restaurant, and bar.
At Langdale we pride ourselves on giving our guests an exceptional service and so we want people who want to make a difference, who care about creating a guest experience that is unique and memorable.
Purpose, vision & values
Timeshare owners and Guests should be at the centre of everything that we do.
Our people are important, and we should aim to do our very best by them at all times.
It is incumbent upon us all to ensure that the business is sustainable so that it can deliver the owners needs and ensure that our people prosper.
The natural environment and our communities are central to our thinking at all times.
