Guest Experience Leader – Front Office

Heeton Concept Hotels; Manchester; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Employee recognition & rewards (Heeton

Annual leave up to 5 extra days

Discounted rates at Heeton/IHG hotels

Life Assurance

Income Protection

Employee Assistance Programme

Referral scheme

Cycle to Work

Job summary

Heeton Concept Hotels in Manchester is seeking a Guest Service Manager to lead front office operations and deliver a memorable guest experience. You will oversee daily front desk activities, coordinate with housekeeping and maintenance, and mentor staff to maintain high service standards across the hotel.

The role requires strong communication, organization and leadership skills, with fluency in English. Based in a central Manchester hotel, you will report to the Hotel Operations Manager and

Qualifications

• Previous experience in IHG branded hotels in reception or reception management/supervisory positions
• Outstanding communication and interpersonal abilities
• Excellent organizational skills
• Must speak fluent English

Responsibilities

• Liaise between Housekeeping and Maintenance and manage day-to-day staffing requirements
• Provide mentoring, coaching and regular feedback to improve employee performance
• Educate teams on safety regulations and ensure proper training
• Coordinate with department heads to promote teamwork and quality service
• Support departments during high-volume periods and special projects
• Review daily reports to identify opportunities and improve occupancy and ADR
• Ensure the front office delivers great service and personal recognition to guests
• Greet guests on arrival and engage with them to drive satisfaction
• Respond to guest complaints and gather feedback for continuous improvement
• Perform routine front office inspections and address deficiencies
• Support other departments to maintain guest satisfaction
• Handle guest needs of VIPs and repeat visitors
• Maintain supplies and green initiatives, recycling and safe handling
• Develop and maintain hotel procedures
• Check billing instructions and ensure secure transaction handling
• Train staff on front office procedures and act as central communications point during emergencies
• Perform other duties and act as Manager on Duty

Skills

Communication

Interpersonal skills

Organizational skills

Job description

Heeton Concept Hotels in Manchester is seeking a Guest Service Manager to lead front office operations and deliver a memorable guest experience. You will oversee daily front desk activities, coordinate with housekeeping and maintenance, and mentor staff to maintain high service standards across the hotel.

The role requires strong communication, organization and leadership skills, with fluency in English. Based in a central Manchester hotel, you will report to the Hotel Operations Manager and