Guest Service Team Member - Louma Country Hotel

Create Moments. Build Memories. Deliver Extraordinary Hospitality.   About Louma Perched above Dorset's breathtaking Jurassic Coast, Louma is one of the UK's newest luxury countryside destinations. Set within 100 acres of farmland, vineyards and woodland, Louma is far more than a country hotel. It is a place where exceptional hospitality, wellness, estate-to-table dining, nature and meaningful experiences come together to create unforgettable stays. Our estate is home to beautifully designed Farmhouse Rooms, Timber Stables, Stone Barns and Shepherd Huts, alongside a working vineyard, kitchen gardens, luxurious Wellness Barn, indoor & outdoor pool, stables and an ever-evolving programme of bespoke guest experiences. As we continue to grow, we are looking for an exceptional Guest Services Team to help shape every stage of the guest journey and become one of the faces of Louma.   The Opportunity This is much more than a front-of-house role. You will curate exceptional guest journeys from the moment a reservation is made until long after departure. Every interaction is an opportunity to create a lasting impression. You'll become the trusted point of contact for our guests, anticipating their needs, coordinating bespoke itineraries and ensuring every stay feels effortless, personal and memorable. Working closely with every department across the estate, you'll help deliver the warm, intuitive hospitality that defines Louma.   What You'll Be Responsible For - Delivering an exceptional arrival, departure and in-house guest experience. - Co-ordinating bespoke itineraries including dining experiences, spa treatments, vineyard tours, estate activities and local experiences. - Building genuine relationships with guests, anticipating their needs before they ask. - Acting as Louma's ambassador throughout every stage of the guest journey. - Maintaining detailed guest profiles to personalise future visits. - Leading service recovery with confidence, empathy and professionalism. - Coordinating daily guest briefings across Housekeeping, Food & Beverage, Wellness, Estate and Reservations. - Supporting the delivery of seasonal experiences, events and estate activations. - Championing Louma's luxury service standards throughout the hotel. - Continuously identifying opportunities to surprise and delight our guests. Who We're Looking For You'll thrive at Louma if you are naturally warm, curious and genuinely passionate about people. We're looking for someone who: - Loves creating memorable experiences and building lasting guest relationships. - Has exceptional communication and organisational skills. - Notices the smallest details that make the biggest difference. - Is calm, adaptable and thrives in a fast-paced environment. - Enjoys working collaboratively across multiple departments. - Takes pride in exceeding expectations every single day. - Is confident using hotel systems and guest relationship management software. - Is flexible to work weekends, evenings and seasonal peak periods. Why Join Louma? This is an opportunity to become part of an exciting luxury hospitality brand at the beginning of its journey. You'll help shape not only our guest experience, but the future of Louma itself.   Our Benefits - Private Medical Insurance - Private Dental Insurance - Salary Sacrifice Pension Scheme - Life Assurance - Referral Bonus - Performance based Bonus - Annual Salary Review   Why You'll Love It Here At Louma, we believe luxury is found in authenticity, genuine hospitality and meaningful connections. Every member of our team has the opportunity to make someone's day, create lifelong memories and help guests reconnect with what matters most. If you're passionate about people, thrive on creating unforgettable experiences and want to be part of something truly special, we'd love to hear from you. Create Moments. Build Memories. Deliver Extraordinary Hospitality.   About Louma Perched above Dorset's breathtaking Jurassic Coast, Louma is one of the UK's newest luxury countryside destinations. Set within 100 acres of farmland, vineyards and woodland, Louma is far more than a country hotel. It is a place where exceptional hospitality, wellness, estate-to-table dining, nature and meaningful experiences come together to create unforgettable stays. Our estate is home to beautifully designed Farmhouse Rooms, Timber Stables, Stone Barns and Shepherd Huts, alongside a working vineyard, kitchen gardens, luxurious Wellness Barn, indoor & outdoor pool, stables and an ever-evolving programme of bespoke guest experiences. As we continue to grow, we are looking for an exceptional Guest Services Team to help shape every stage of the guest journey and become one of the faces of Louma.   The Opportunity This is much more than a front-of-house role. You will curate exceptional guest journeys from the moment a reservation is made until long after departure. Every interaction is an opportunity to create a lasting impression. You'll become the trusted point of contact for our guests, anticipating their needs, coordinating bespoke itineraries and ensuring every stay feels effortless, personal and memorable. Working closely with every department across the estate, you'll help deliver the warm, intuitive hospitality that defines Louma.   What You'll Be Responsible For • Delivering an exceptional arrival, departure and in-house guest experience. • Co-ordinating bespoke itineraries including dining experiences, spa treatments, vineyard tours, estate activities and local experiences. • Building genuine relationships with guests, anticipating their needs before they ask. • Acting as Louma's ambassador throughout every stage of the guest journey. • Maintaining detailed guest profiles to personalise future visits. • Leading service recovery with confidence, empathy and professionalism. • Coordinating daily guest briefings across Housekeeping, Food & Beverage, Wellness, Estate and Reservations. • Supporting the delivery of seasonal experiences, events and estate activations. • Championing Louma's luxury service standards throughout the hotel. • Continuously identifying opportunities to surprise and delight our guests. Who We're Looking For You'll thrive at Louma if you are naturally warm, curious and genuinely passionate about people. We're looking for someone who: • Loves creating memorable experiences and building lasting guest relationships. • Has exceptional communication and organisational skills. • Notices the smallest details that make the biggest difference. • Is calm, adaptable and thrives in a fast-paced environment. • Enjoys working collaboratively across multiple departments. • Takes pride in exceeding expectations every single day. • Is confident using hotel systems and guest relationship management software. • Is flexible to work weekends, evenings and seasonal peak periods. Why Join Louma? This is an opportunity to become part of an exciting luxury hospitality brand at the beginning of its journey. You'll help shape not only our guest experience, but the future of Louma itself.   Our Benefits • Private Medical Insurance • Private Dental Insurance • Salary Sacrifice Pension Scheme • Life Assurance • Referral Bonus • Performance based Bonus • Annual Salary Review   Why You'll Love It Here At Louma, we believe luxury is found in authenticity, genuine hospitality and meaningful connections. Every member of our team has the opportunity to make someone's day, create lifelong memories and help guests reconnect with what matters most. If you're passionate about people, thrive on creating unforgettable experiences and want to be part of something truly special, we'd love to hear from you.