Job Advert
Job Title: Assistant Guest Services Manager
Reports to: Guest Services Manager
Department: Hotel Operations
Salary: £31,000 - £33,000 Dependent on experience
Contract Type: Full-Time, Permanent
Hours: 39 hours per week
Location: Onsite, Langdale Hotel and Spa, Ambleside, LA22 9JD
Live-in accommodation may be available for exceptional candidates
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.
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. You will act as a senior point of contact during operational shifts, resolving guest concerns, supporting team development, and maintaining the highest standards of service delivery across the resort.
Key Responsibilities
Guest Relations
-
Support the day-to-day operation of the Front Office and Guest Service teams, ensuring a professional and welcoming arrival and departure experience for all guests.
-
Lead Guest Services shifts and act as the senior operational contact for guest-related matters when on duty.
-
Ensure all guest interactions are proactive, responsive and aligned with company service standards.
-
Assist with pre-arrival planning and guest communications, ensuring special requests and preferences are captured and delivered.
-
Monitor guest feedback and support service improvement initiatives.
-
Handle guest enquiries, complaints and service recovery situations promptly and professionally.
-
Support the management of VIP arrivals, repeat guests and special occasions.
-
Maintain accurate guest profiles and operational records within hotel systems.
-
Complete regular operational checks of Front Office standards and procedures.
-
Assist with the development and implementation of Front Office SOPs and service standards.
-
Support concierge services including activity bookings, local recommendations and bespoke guest requests.
-
Work closely with Housekeeping, Maintenance, Food & Beverage, Spa and Leisure teams to ensure a seamless guest experience.
-
Participate in the Duty Manager rota and provide operational support across the resort.
-
Deputise for the Guest Services Manager during periods of absence.
Brimstone Hotel
-
Support the Brimstone Team Leader and Host team in delivering exceptional guest experiences.
-
Assist in maintaining operational and system standards in line with Brimstone brand expectations.
-
Support guest requests, problem resolution and operational requirements at Brimstone as required.
-
Work collaboratively with Housekeeping and Maintenance teams to ensure guest-facing standards are maintained.
Meetings and Events
-
Support the planning and operational delivery of meetings, weddings and events.
-
Liaise with Sales, Food & Beverage and operational teams to ensure event requirements are communicated effectively.
-
Assist with event set-up, guest arrivals and event coordination when required.
-
Support the collection and follow-up of event feedback.
Leadership
-
Lead by example and promote a positive guest-focused culture across the resort.
-
Coach, train and support Front Office and Guest Services team members during operational shifts.
-
Assist with the onboarding and development of new team members.
-
Support team communications and departmental meetings.
-
Maintain strong working relationships with internal departments and external partners.
-
Ensure compliance with health & safety, security and company procedures.
-
Support the Guest Services Manager with audits, reporting and operational projects.
Our Ideal Candidate
Passionate; Original; Daring; Flexible; Engaging; Curious; Unforgettable; Different. All about the Guest.
-
Experience using hotel booking systems, property management systems (PMS), or similar reservation software.
-
Proven experience of leading, supervising, and managing a reception or customer service team.
-
Excellent communication and interpersonal skills, with the ability to build positive relationships with guests, colleagues, and external stakeholders.
-
A calm, professional, and approachable manner, with strong conflict-resolution and problem-solving abilities.
-
A good listener who can effectively resolve queries, complaints, and issues in a courteous and efficient manner.
-
Strong organisational skills and the ability to prioritise tasks in a fast-paced environment.
-
Excellent attention to detail and accuracy when handling bookings, payments, records, and guest information.
-
Confidence in making decisions and taking responsibility for the smooth running of the reception function.
-
A proactive and flexible approach, with the ability to adapt to changing business needs.
-
Good IT skills, including experience with Microsoft Office applications and customer management systems.
-
Ability to train, motivate, and support team members to deliver consistently high standards of service.
-
Experience managing reception rotas, staffing levels, and daily operational requirements.
-
Understanding of cash handling procedures, payment processing, and data protection requirements.
-
Commitment to delivering outstanding customer service and creating a welcoming environment for all guests.
-
Ability to work under pressure while maintaining professionalism and attention to detail.
-
Knowledge of hotel, hospitality, leisure, healthcare, or visitor attraction environments would be 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 our 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 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.
