Job Description

Overview

The Lakes by Yoo is exclusive private development, spread across 850 acres of woodland, meadows & lakes in the Cotswold water park. Established for over 15 years, we build unique, luxury lakefront and woodland second homes. The estate also includes the Award-winning Orchard Spa, and numerous clubhouse buildings. The Estate is fully serviced with 24hr security, Concierge and Guest Services team to help with all resident and guest requests. The Estate is home to several facilities including a full-service spa and gym, tennis courts, restaurant and a zip activities hub.

We are seeking a highly organized, driven, and proactive Head of Guest Services. This role plays a critical leadership role in delivering exceptional, personalized service that aligns with the brand standards of the Lakes By Yoo Hotel & Spa. This individual is responsible for overseeing the end-to-end guest journey -- from pre-arrival to post-departure -- ensuring that every touchpoint exceeds expectations. The ideal candidate will embody hospitality at its finest, drive operational excellence, and foster a guest-centric culture across all departments.

Key Responsibilities

Guest Experience Management

- Lead the strategic design and continuous improvement of the guest journey.

- Champion a luxury, guest-centric service culture, ensuring personalized experiences are delivered at every touchpoint.

- Ensure seamless coordination between Guest Services, housekeeping, The Lakes Bar & Kitchen, spa, and other departments to deliver a flawless guest experience.

- Resolve guest concerns and complaints with empathy, urgency, and professionalism, ensuring complete guest satisfaction.

- Analyse guest feedback (e.g., surveys, reviews, direct comments) to identify trends and implement improvements.

- Respond to all guest reviews in a timely manner

Leadership & Team Development

- Inspire, mentor, and lead the Guest Services team to deliver anticipatory and personalized service.

- Assist with training programs that reinforce service excellence and brand standards.

- Foster a culture of accountability, motivation, and empowerment across all guest-facing teams.

- Champion a luxury, guest-centric service culture, ensuring personalized experiences are delivered at every touchpoint.

Operational & Strategic Excellence

- Lead and oversee all front-of-house and back-of-house operational departments including Front Office, Housekeeping, Food & Beverage, Spa, and Guest Services.

- Ensure all areas of the hotel operate in alignment with luxury brand standards and SOPs.

- Maintain high levels of operational standards across guest-facing functions.

- Work with Sales, and Marketing teams to align guest experience with brand positioning and guest demographics.

- Report on guest satisfaction metrics (e.g., Net Promoter Score, TripAdvisor ranking) and drive initiatives to improve performance.

Financial & Strategic Operations

- Assist in managing budgets, forecasts, and cost control for operational departments.

- Monitor KPIs and ensure departmental goals are aligned with business objectives.

- Support revenue optimization strategies in collaboration with Sales, Revenue, and F&B teams.

- Ensure credit procedures are in place to protect the business.

Required Qualifications

- 3+ years of experience in a service focused role.

- Strong leadership and team management skills.

- Excellent communication, problem-solving, and organizational abilities.

- Proficiency in hotel management software

- Ability to work flexible hours, including weekends and holidays.

Desirable Skills:

- Multi-department operational experience

- Conflict resolution and crisis management

- Knowledge of local hospitality regulations

Job Types: Full-time, Permanent

Pay: 33,500.00-36,000.00 per year

Benefits:

On-site parking
Work Location: In person