Assistant Guest Relations Manager
Salary: Depending on Experience, Plus Desirable Benefits
This is a Permanent, Full-Time Position
As Assistant Guest Relations Manager, you will play a key leadership role in supporting the smooth and efficient running of the Guest Services team across all accommodation areas at Port Lympne Hotel & Reserve. This is a highly visible, hands-on position focused on delivering a seamless, high-quality guest experience and ensuring exceptional standards are consistently maintained.
You will support the Guest Services Manager in leading, coaching, and developing a large customer-facing team, driving performance, and fostering a positive, service-led culture. You will also assist with rota planning, day-to-day operational delivery, and ensuring full departmental coverage.
Working closely with colleagues across the Reserve, you will help resolve guest issues, share operational feedback, and identify opportunities to improve service delivery. You will also ensure team members are knowledgeable, confident, and equipped to deliver outstanding guest experiences, while deputising for both the Guest Services Manager and wider Front of House leadership when required.
Who are we looking for:
We are seeking an experienced and motivated hospitality professional with a minimum of 2 years’ supervisory or managerial experience in a high-volume, customer-focused environment. You will have a proven track record of leading by example, recruiting, training, and developing a diverse customer-facing team of at least 15 colleagues. A confident and adaptable leader, you will be skilled in managing performance, driving continuous improvement, and identifying opportunities to enhance service delivery. You take pride in resolving guest issues effectively and professionally, with a strong focus on achieving timely and positive outcomes.
You will bring exceptional communication skills, strong attention to detail, and the ability to remain calm and resilient under pressure. A flexible, “can do” attitude and a commitment to delivering outstanding guest experiences are essential, alongside a high standard of personal presentation.
Strong IT skills (MS Office 365 and room booking systems such as Opera desirable) and a full UK driving licence are required.
Contract details:
This is a permanent full-time position, working 40 hours per week, five days out of seven as per the rota. The role is based at Port Lympne Hotel & Reserve near Folkestone and reports directly into the Front of House Manager. All applicants must have the right to work in the UK. A reliable mode of transport is recommended due to our remote location.
The location:
Port Lympne Hotel & Reserve is a world-renowned wild animal park set within 600 acres of Kentish savannah. The Reserve is home to some of the world’s most rare and endangered animals and offers luxury short breaks accommodations, free roaming animal safaris, once-in-a-lifetime animal encounters and exquisite dining experiences. Most importantly, every one of our employees is part of real conservation in action and their efforts have contributed to animals such as black rhino and western lowland gorillas being returned to their natural habitats in collaboration with our partners at The Aspinall Foundation.
Why you should join us:
We’re on a mission to create memorable experiences that matter, and our Core Values ‘One Team’, Customer’ and ‘Pride’ are what drive us each day to become part of something extraordinary. As well as walking to work surrounded by the calls of Howler monkeys and the roars from our pride of Lions, you will join a supportive team who are passionate about their place of work.
Be part of the Port Lympne and Howletts family and join our pride.
You can also expect a host of other roarsome benefits including:
- 28 days annual leave inclusive of bank holidays, rising with length of service. (Pro-rata to start date and working hours)
- Comprehensive training and development opportunities, including workshops and e-learning.
- Enhanced Sickness, Maternity and Paternity Policies.
- Unlimited free entry for you and a person of your choice into both of our parks as well as friends and family tickets.
- Exceptional discounts on food, retail and accommodation at our parks.
- Numerous retail discounts and access to a 24-hour counselling line through our Healthy Extras Scheme.
- Company Pension
- And many more length or service-related rewards and Benefits.
Your adventure awaits.
#joinourpride
To apply: If you want to work in an exciting and unique environment where no two days are the same,email your C.V. and covering letter
Please visit our website to find out more about us.
Job Types: Permanent, Full-time
Benefits:
- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Gym membership
- On-site parking
- Store discount
Application question(s):
- Do you have a minimum of 2 years’ management or supervisory experience in a highly customer-focused service delivery environment? Please tell us here:
- Do you have the ability to recruit and train a customer facing team of at least 15 employees?
- Please can you confirm the current salary in your existing job role, and your salary expectations for this position:
- Tell us why you think you'd be successful in our Assistant Guest Relations Manager role:
Experience:
- Management: 2 years (preferred)
- Customer service: 2 years (preferred)
- supervisory: 2 years (preferred)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
