Job Description

Job Ref:

MAY1485

Branch:

The Berkeley

Location:

The Berkeley Hotel, London (South West)

Salary/Benefits:

Competitive Salary

Contract type:

Permanent

Hours:

Full Time

Shift pattern:

5 days / 2 off

Hours per week:

40

Posted date:

11/08/2025

Closing date:

13/09/2025

A fantastic opportunity has arisen for an experienced and passionate Guest Services Manager to join the Guest Services team at The Berkeley.



With an independent spirit and an eye for style, The Berkeley is the epitome of modern British luxury. Rooms are furnished by leading designers. The Berkeley is perfectly positioned between Hyde Park, fashionable Knightsbridge and the residential neighbourhood of Belgravia. Its signature experiences include the The Berkeley Bar Terrace, and The Berkeley Cafe.



Under the direction of the Director of Guest Services and within the framework of the hotel's policies and service philosophy, the Guest Services Manager is responsible for the smooth and effective operation of the Guest Services department. This role ensures the delivery of consistently exceptional, intuitive, and personalised guest service, in alignment with the standards of a 5-star luxury hotel in London.



The Guest Services Manager leads by example, supervising the team during operational shifts, ensuring brand-aligned service is delivered at all guest touchpoints, and fostering a culture of warmth, precision, and accountability. The role also contributes to the achievement of departmental business goals and supports the personal and professional development of the team. In addition, the Guest Services Manager is expected to set and pursue their own performance objectives, aligned with the hotel's service vision and operational priorities.

Main responsibilities of the Guest Services Manager

include, but are not limited to:

Ensure a seamless, personalised, and anticipatory guest journey from pre-arrival through to departure. Lead by example in guest engagement, delivering genuine, empathetic, and discreet service across all touchpoints. Handle guest feedback and complaints with discretion and professionalism, ensuring timely resolution and appropriate follow-up. Drive the consistent capture and use of guest preferences ("golden nuggets") to tailor experiences and elevate loyalty. Oversee and quality-check daily VIP arrival preparations and in-house guest experiences, ensuring all standards are met. Ensure all guest correspondence--emails, calls, messages, and special requests--is handled promptly, professionally, and in line with brand tone and service ethos.

Successful candidates for the Guest Services Managerwill demonstrate genuine dedication to The Berkeley and show a commitment to consistent quality in our product and service.



This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing team renowned for their approach and delivery of unparalleled service.



Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication we offer you:

Financial Stability

Excellent salary package. Family Friendly company policies including enhanced Maternity and Paternity Pay. Holiday allowance increase after 3 and 5 years of service. Travel Season Ticket Loans. Pension Scheme.
Salary Sacrifice. Holiday Trading. Retail Discount.

Health and Wellbeing Support

Subsidised monthly Podiatrist and Masseuse treatments. Flu vaccination vouchers.
Eye test vouchers and contributions towards glasses.
A dedicated team of Mental Health First Aiders 24-hour colleague assistance helpline. On and off-site Occupational Health Service. Death in Service salary contribution. Various wellbeing activities focused on mental and physical health. A complimentary state-of-the-art all-day dining colleague restaurant serving a range of nutritious meals. Cycle to Work. Wellbeing Social Champions. Volunteering opportunities.

Recognition and Career Development

Instant colleague recognition and award programme with generous prizes. Colleague of the month nominations with generous prizes. Additional paid day off to celebrate your Birthday. Internal transfer and promotion opportunities. In-house training and development team with a strong focus on career progression and personal growth. Long service awards.

Memorable experiences

Preferential room rates of 50 per overnight stay for yourself or your family across the Maybourne. Hotel Guest Experience Stay including an overnight stay and wining and dining at our renowned restaurants and bars.
50% Food and Beverage discount across the Maybourne.
Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children Party, etc.) Wedding and Baby gifts. Retirement functions.

Terms and conditions apply to all benefits.


Eligibility:



In line with the requirements of the Asylum Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.


The Berkeley has been treading its own path for more than 100 years. From here, midway between fashionable Knightsbridge and neighbourly Belgravia, we're still taking style, comfort and service to inspiring new levels. There's nowhere quite like it. And that's the way we love it.



Stunning rooms by the brightest minds in the design world. Intuitive service that always seems one step ahead. From the moment you walk in, the hotel begins to work its magic. With many guests returning year after year, it's a spell that's hard to break.