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The Hotelier Edit: Gemma Jones, Front of House Manager, The Feathers Hotel
Can you tell us about your journey in hospitality and what brought you to your role at The Feathers Hotel in Woodstock?
My journey in hospitality began 25 years ago, straight out of college, when I took my first role as a receptionist at Le Manoir aux Quat’ Saisons. What a place to start a career in this industry! I spent 18 months there before pursuing a childhood dream of becoming an air stewardess. For ten years, I worked in the skies on long- and short-haul flights with Thomas Cook and later EasyJet, eventually becoming a Cabin Manager.
When I decided to start a family, I relocated back to Oxfordshire and joined Bicester Village as Assistant Guest Services Manager. After the arrival of my second daughter, I took a short career break and became a Waterbabies Instructor – a role I loved, though I eventually craved adult conversation again! Just before COVID, I returned to hospitality as Assistant Host Manager at Thyme. Unfortunately, the pandemic brought furlough and redundancy, which led me to explore other sectors for a while.
I then joined Estelle Manor, starting again as a receptionist and progressing to Reception Supervisor. My drive to do more and offer more brought me to The Feathers in Woodstock – a place I’d known since childhood. With its recent refurbishment and new management, I saw my opportunity to grow. I joined as Head Receptionist, and within six months moved
into Front of House Manager… and who knows what’s next!
In your role as Front of House Manager, what part of the day-to-day guest experience do you find yourself most hands-on with, and why is that area so important to you?
My role is wonderfully varied – I’m involved in almost every task, big or small. But the part I enjoy most is the first interaction with our guests. Being the first point of contact, welcoming them as they walk through the door, and getting to know them is vital. It’s these initial moments that guests often remember most – when someone takes the time to genuinely connect, it leaves a lasting impression.
What do you think sets The Feathers apart within Oxfordshire’s boutique hotel scene?
The Feathers is an iconic part of Woodstock, steeped in history and charm. Following our recent refurbishment, we pride ourselves on offering exceptional service while retaining the building’s historic character. Guests can enjoy real, personable interactions, stunning surroundings, and easy access to Blenheim Palace, Bicester Village, Oxford, and the wider Cotswolds – making us the perfect base to explore the area.
Is there a hotel or stay on your own travels that has influenced the way you approach guest service today?
Every hotel I’ve worked at has shaped the way I approach guest service today. However, the one that truly instilled the drive to exceed expectations was Le Manoir. I was young, learning from some of the best in the industry, and it set a high benchmark for service excellence. In terms of hotels I’ve visited recently, The Newt in Somerset stands out as a special place where the service is consistently impeccable.
The Feathers has a unique sense of place in the heart of Woodstock. How do you help guests connect with that character and charm from the moment they arrive?
The Feathers has long been a staple in Woodstock, and it still embodies that warmth and charm. From the moment guests walk through the door, they feel at home – from the log fires and exposed brickwork to the neutral tones that invite relaxation. It’s a place to enjoy the countryside and take in the historic surroundings.
How do you inspire your team to deliver warm, genuine, and thoughtful hospitality every day?
I always tell my team to be themselves. Avoid being too rehearsed – let your personality shine through, engage in genuine conversation, and really get to know the guest. Pay attention to the little details. If you can add a personal touch to someone’s stay based on something they’ve shared with you, it creates a meaningful connection that guests will remember 
Looking ahead, are there any upcoming plans or guest experience initiatives at The Feathers that you’re excited about?
We’ve recently been awarded a Michelin Key and have been listed in the Michelin Guide, alongside our AA Rosettes. But we’re not stopping there – the only way is up, and we’re aiming for more accolades. We’ve also just launched a collaboration with Hotel Chocolat for Christmas, which is incredibly exciting. It aligns perfectly with our brand – and I have to admit, I love chocolate!
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