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Employee spotlight: Stephanie Edwards, Guest Services Manager


We pride ourselves at Charles Hope on excellent customer service and a consistent customer experience. And our fantastic team that services our guests is headed by Stephanie Collins, Guest Services Manager.

We've asked Stephanie a few questions to get to know her a little better:


When did you start at Charles Hope?

I started Charles Hope in September 2020.


How would you define excellent customer service?

I don't think excellent customer service can be defined because it means different things to different people – it is more a way of life, an understanding of others and the ability to see things through another person's eyes. 


What appeals to you about this role?

When I started with Charles Hope, I came from a great family group of hotels – Charles Hope had not long started, and I bought into the idea of growing with a company and learning new things.


What's the best customer service you've ever received and why?

The best customer service I have ever received was at a restaurant in Portsmouth – my partner has severe food allergies, so it can be complicated when we go out to eat! More than anything, our waitress listened and took the time to understand but, most importantly, made us feel more at ease. Needless to say, it is now our favourite go-to restaurant!


Is there a difference between customer service and customer support?

For me, no – supporting customers, whether that is assisting them with working their oven or explaining how to use a smart lock, always fall into then providing exceptional service to the customer also. Asking questions to ensure everything else meets their expectations; communication with a guest is always an opportunity.


What are you better at today than you were this time last year?

At work – I would say I am better at prioritising tasks. Out of work – definitely DIY!


What game show do you think you could win?

There is a game show called The 1% Club – I am really good at figuring out logical/common sense questions.


What do you love about your team?

My team – where do I even start; they are incredible. Hardworking, driven, and always asking questions – they are just great. Each bringing their own experience to the table, the Guest Services Team has such a fun-loving dynamic.


What would your superpower be and why?

My superpower would definitely be flight – then I can just fly over and check in on my team whenever I want!


What would the title of your autobiography be?

The title of my autobiography would be "Confessions of a handbag-aholic" 


A Guilty pleasure TV show?

My guilty pleasure TV show is Walking Dead – I think I'm currently on my 3rd time watching it!



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