Hotel Cateys 2024: Front of House Team of the Year – Foxhill Manor

Foxhill Manor is an all-inclusive five-star hotel in the heart of the Cotswolds, offering an intimate, bespoke guest experience for those who stay in one of its eight rooms and suites.

As it is a relatively small property, every interaction is meaningful and the front of house team has to take on a multitude of requests to make stays memorable. The team oversees a broad range of responsibilities, working together to maintain the highest standards of service and hospitality.

From the warm greeting at arrival to the personalised farewell, the Manor’s team are dedicated to creating a welcoming atmosphere. Their exceptional communication skills and ability to anticipate guests’ needs are crucial in delivering a personalised and memorable experience.

To facilitate this intimate service, the Foxhill Manor front of house team keeps detailed guest profiles, including preferences and special requests. If a guest requests the likes of a specific cocktail or type of pillow, it is always waiting for them for their next visit.

The team also regularly engages with guests to understand their dietary preferences and favourite dishes, often before they arrive, but also during their stay. This information is communicated to the kitchen, ensuring meals are tailored to individual tastes without guests having to ask. For guests celebrating special occasions, the team often surprises them with personalised touches, such as a bespoke box of chocolates and a handwritten note.

Meanwhile, the team actively seeks feedback from guests throughout their stay, allowing them to promptly address any concerns and adapt services to enhance the experience.

The year the hotel has also launched a founder membership programme, called the Fantastic Fox Club, designed for the Manor’s 130 most loyal guests. Since its launch in April, the Fantastic Fox Club has seen a 94% registration rate, underscoring its appeal and the strong relationships cultivated by the team. At the time of writing the membership has increased the hotel’s occupancy to more than 102 room nights booked by club members.

On top of this perfectly delivered best practice, the front of house team has also demonstrated its ability to go the extra mile. Examples include taking a guest and their dog to the emergency vet when the pet fell ill, changing car tyres for stranded guests and ordering in specific ingredients for guests’ favourite drinks in anticipation of their next visit.

What the judges said

“It is clear that there is a culture at Foxhill Manor where the team excels in looking for ways to enhance the guest experience, allowing their passion and expertise to shine through.”

Ailsa Le Poidevin

“This team truly demonstrates the meaning of hospitality and comradeship. It’s a one-team approach dedicated to creating memorable experiences, going well above and beyond on numerous occasions.”

Peter Bradley