Receptionist / Head of Guest Relations

Role Overview

Windsor House Hotel is a family\-run, traditional seaside hotel offering a warm welcome and excellent value just a short walk from Worthing seafront. We are looking for a friendly, dependable Guest Relations Supervisor to be the welcoming face of the hotel and the first point of contact for our guests.

Working alongside the Guest Relations team, the Head of Guest Relations takes the lead on guest experience: making arrivals smooth, resolving any concerns quickly and kindly, and helping our guests feel genuinely looked after from check\-in to check\-out. The role combines hands\-on reception duties with day\-to\-day supervision of the front\-of\-house team and a focus on maintaining our strong reputation and review scores.

Key Responsibilities

• Welcome guests warmly on arrival, manage check\-in and check\-out, and ensure every guest feels valued throughout their stay.


• Act as a point of contact for guest questions, requests and concerns, resolving issues promptly, calmly and professionally.


• Manage, supervise and support the Guest Relations team during shifts.


• Create and coordinate cover rota across the reception and restaurant.


• Manage bookings, room allocations and guest correspondence accurately using the hotel's property management system.


• Manage and respond to guest reviews and post\-stay feedback promptly, helping to protect and improve the hotel's online ratings.


• Promote direct bookings by establishing relations with local businesses.


• Liaise with housekeeping and maintenance to ensure rooms and public areas are impeccably clean, comfortable and ready for arrivals.


• Handle telephone and email enquiries, taking bookings and providing accurate information about rates and availability.


• Provide confidential HR and administrative support to the General Manager and Director, handling sensitive information with the utmost discretion.


• Follow all health, safety, fire and security procedures, and help maintain a safe environment for guests and colleagues.

Essential:

• Previous experience in a customer\-facing role,


• A genuinely warm, friendly and approachable manner with a natural focus on guest care.


• Confident handling guest concerns and finding practical solutions under pressure.


• Reliable, well\-organised and able to manage several tasks during a busy shift.


• Comfortable using booking systems, email and basic computer software.


• Flexible and willing to work evenings, weekends and Bank Holidays on a rota.


• Experience supervising or supporting a small team.

• Familiarity with property management or booking platforms but full training will be provided.


• Previous experience within hospitality, hotels or front\-of\-house.


• Good knowledge of HR.

• A friendly, supportive, working environment where your contribution genuinely matters.


• Competitive pay and ongoing support and development.


• Staff Discount


• A varied role with real responsibility and the chance to shape the guest experience.


• The chance to be part of a growing and customer focused hotel.


• The rewarding setting of a traditional seaside hotel close to the seafront.

Work Location: In person

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