Guest Service Manager

Nestled on the scenic shores of the Firth of Clyde in the picturesque village of Rhu, Rosslea Hall Hotel is one of the west coast’s most charming and welcoming waterfront properties. Just a short drive from Helensburgh and under an hour from Glasgow, the hotel offers the perfect blend of tranquil coastal beauty and warm Scottish hospitality.

Our elegant 19th-century manor house features 30 comfortable bedrooms, a relaxed yet refined restaurant and bar, and stunning event spaces that host everything from romantic weddings to private celebrations and corporate gatherings. 

At Rosslea Hall Hotel, we pride ourselves on being a tight-knit, passionate team that goes above and beyond for our guests. If you’re looking to build your hospitality career in a setting that’s both inspiring and rewarding, this is the place to do it.

We are seeking a motivated and experienced Guest Service Manager to lead our guest relations team and ensure outstanding service delivery across all guest touchpoints. You will play a key role in enhancing guest satisfaction, managing team performance, and maintaining the hotel’s reputation for excellence.

Key Responsibilities:

• Lead and manage the guest service team to deliver exceptional hospitality
• Develop and implement service standards and guest engagement strategies
• Handle complex guest issues, complaints, and feedback with professionalism and urgency
• Monitor guest satisfaction metrics and drive continuous improvement initiatives
• Coordinate with other departments to ensure seamless guest experiences
• Train, coach, and motivate guest service staff to achieve high performance
• Manage guest service budgets, resources, and operational workflows
• Oversee reservation management and front desk operations as needed
• Ensure compliance with brand standards, health & safety, and regulatory requirements

Our Values

Transparency | We ensure clarity in communication so that there are no surprises
Ownership | We think and perform like owners
Driven | We have a constant desire for improvement
Investment in our People | We continuously invest in our people to ensure that they are the best that they can be

Benefits

• Pension Scheme
• Discounted Hotel Stays across our 7H Portfolio
• Discounted Food and Beverage across our 7H Portfolio
• Incremental Holiday Entitlement
• Development Opportunities
• Home tech scheme
• Save as you Learn scheme
• Cycle to work scheme
• Employee Assistance Programme
• One celebratory day per year off
• Retail & Gym Discounts