Assistant Head of Guest Experiences

About the hotel

Beaverbrook is an iconic luxury country house hotel nestled within 470 acres of picturesque Surrey Hills countryside, just 45 minutes from London. A Grade II-listed country estate steeped in history — once the private home of press magnate Lord Beaverbrook — the property blends British heritage with contemporary luxury, whimsical design and a genuine commitment to exceptional service. With a 5-star rating and membership of The Leading Hotels of the World, Beaverbrook delivers highly personalised guest experiences to a discerning international clientele.

The work

• • Lead and inspire the Reception, Hall Porter and Duty Manager teams to deliver consistent, world-class service
• • Support the Head of Guest Experiences with rotas, recruitment, performance management and team development
• • Handle guest queries, complaints and billing matters with professionalism and discretion
• • Oversee check-in and check-out operations, maintaining accuracy of room status and reservations
• • Ensure LQA standards are consistently understood and upheld by the front-of-house team
• • Step up as the senior front-of-house presence in the absence of the Head of Guest Experiences
• • Train and motivate the team to anticipate guest needs and personalise every interaction
• • Maintain close communication with Housekeeping, F&B and other departments to ensure seamless guest journeys

This role is for you if…

• • You have proven experience in a 5-star luxury hotel front-of-house leadership role
• • You are familiar with LQA standards and understand what exceptional personalised service looks like
• • You are confident, polished and thrive in a guest-facing leadership position
• • You genuinely enjoy inspiring and developing front-of-house teams
• • You are organised, calm under pressure, and comfortable handling complex guest situations

This role might not be for you if…

• • You prefer a purely back-of-house or non-guest-facing role
• • You are not available to work flexibly across 5 days out of 7, including weekends
• • You are uncomfortable working within high-expectation, luxury hotel environments
• • You have limited experience managing and leading front-of-house teams