Guest Experience Leader — Front Office

RBH; Greater London; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Room discounts

Pension scheme

Family-friendly benefits

Employee Assistance

Wagestream

Meals on duty

Learning and development

Career progression

Social events

Job summary

RBH Hospitality Management seeks a Guest Service Manager for Hyatt Place London City East, a front-line leadership role in a busy city hotel. You will oversee the Front Office, drive guest satisfaction and coach teams to deliver personalised service from arrival to departure.

You will lead by example, ensuring efficient check-in/out, VIP recognition and seamless coordination with Housekeeping and F&B. The role requires flexibility to work evenings, weekends and holidays.

Qualifications

• Previous experience within a Front Office, Guest Services or Duty Management role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Experience handling guest feedback and resolving issues effectively.
• Strong organisational skills with attention to detail.
• Proactive and positive problem-solving approach.
• Ability to work in a fast-paced environment.
• Knowledge of hotel systems and Front Office operations.
• Flexibility to work evenings, weekends and holidays.

Responsibilities

• Lead the Front Office team to deliver outstanding guest service at every touchpoint.
• Ensure check-in and check-out procedures are delivered efficiently and in line with brand standards.
• Personally engage with guests to create memorable and personalised experiences.
• Ensure VIP and returning guests receive appropriate recognition and tailored service.
• Review daily arrivals and ensure all guest preferences, requests and amenities are organised and delivered.
• Resolve guest feedback, concerns and complaints professionally, ensuring positive outcomes.
• Support, coach and motivate front office colleagues to achieve exceptional standards.
• Deliver ongoing training and development to keep teams focused on guest service excellence.
• Conduct regular performance conversations and provide constructive feedback.
• Foster a culture of engagement, recognition and continuous improvement.
• Support recruitment, onboarding and colleague development initiatives.
• Ensure Front Office procedures, systems and cash handling are completed accurately and in line with company policies.
• Collaborate with other departments to ensure seamless guest experiences.
• Maintain compliance with health & safety policies and security standards.

Job description

RBH Hospitality Management seeks a Guest Service Manager for Hyatt Place London City East, a front-line leadership role in a busy city hotel. You will oversee the Front Office, drive guest satisfaction and coach teams to deliver personalised service from arrival to departure.

You will lead by example, ensuring efficient check-in/out, VIP recognition and seamless coordination with Housekeeping and F&B. The role requires flexibility to work evenings, weekends and holidays.