Job Title: Guest Operations Lead
About Gower Retreats: Gower Retreats is a growing hospitality business offering distinctive stays across the Gower Peninsula. We’re building a guest-obsessed team that blends high standards with a can-do, sleeves-rolled-up attitude.
Role Purpose: Own the day-to-day guest journey and the systems that power it, while developing the role and its processes as the business scales. You’ll coordinate accommodation operations, optimise our tools and workflows, and jump in wherever needed—from reception cover to cleaning logistics—so the whole operation runs smoothly seven days a week.
Key Responsibilities: Operations and Guest Journey
- Lead the end-to-end guest experience: inquiries, bookings, pre-arrival, check-in, in-stay support, and check-out.
- Oversee room/unit readiness: coordinate cleaning schedules, quality checks, inventory/linen management, and rapid-turnaround standards.
- Manage issues proactively (maintenance, complaints, last-minute changes) and close the loop with clear communication.
- Create and maintain guest-facing information (guides, FAQs, messaging templates) to reduce friction and elevate service.
Systems and Process Ownership
- Administer and improve reservation and property management systems (PMS/Channel Manager), digital check-in tools, and task-management boards.
- Track and report on core KPIs with simple weekly dashboards.
- Document SOPs and training materials; iterate for efficiency, consistency, and compliance.
- Identify automation opportunities (templated comms, triggers, integrations) and lead implementation.
People and Cross-Functional Coordination
- Schedule and coordinate housekeeping and maintenance with clear priorities and standards.
- Front-desk/reception cover and rota oversight across Monday–Sunday operations.
- Support recruitment, onboarding, and upskilling of reception/housekeeping team members.
- Foster a collaborative, “all-in” culture—modeling high standards and hands-on teamwork.
Administration and Compliance
- Maintain accurate records: reservations, payments, guest data, supplier logs, and incident reports.
- Assist with invoicing, petty cash, and cost tracking for consumables/linen/amenities.
- Ensure H&S, fire safety, cleanliness, and data protection practices are followed and auditable.
What Great Looks Like
- Guests experience seamless stays, quick resolutions, and consistent standards.
- Cleaning and maintenance operate on-time with measurable quality.
- Systems are tidy, data is accurate, and reports are decision-ready.
- The team feels supported, informed, and clear on priorities.
Experience and Skills
- 3+ years in hospitality operations, property management, serviced accommodation, or hotel front office/reception.
- Proficiency with PMS/channel managers and MS Office/Google Workspace; bonus for task tools, messaging platforms, and basic integrations.
- Strong operational planning, rota building, and stakeholder coordination.
- Excellent communication and guest service skills; confident handling escalations.
- Comfortable with numbers: can interpret KPIs and drive action.
- Fluency in English; additional languages are advantageous.
Attributes
- Hands-on, calm under pressure, and solutions-focused.
- Systems thinker who loves tidy data and clear processes.
- High ownership, integrity, and discretion with guest information.
- Flexible for a 7-day operation; willing to cover reception, site checks, and urgent call-outs as needed.
- UK driving licence preferred (role may involve site visits across Gower).
Schedule and Location
- Full-time, on-site with rota-based coverage Monday–Sunday.
- Occasional early/late shifts to meet operational needs; time off in lieu for weekend work.
How to Apply Send your CV and a brief note highlighting:
- A time you improved a process that boosted guest experience or reduced costs.
- Your experience with PMS/channel managers.
- Your approach to handling a same-day turnaround with a maintenance issue.
Pay: From £24,784.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
