Guest Experience Leader: Front Office & F&B

Interstate Europe Hotels & Resorts; England; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Industry leading training and career/l

Hotel discounts portfolio wide – Staff

Stream pay and savings program

Employee assistance programme

Uncapped incentives

Flexible working opportunities

Access to hotel gym facilities

Career and lifestyle breaks

Free staff parking

Job summary

Aimbridge Hospitality EMEA is seeking a Guest Service Manager Front Office & Food & Beverage to lead the guest services team across reception and F&B touchpoints, ensuring seamless service throughout guests’ stays in our hotels.

You will oversee front desk operations, reservations, guest complaints, and maintain high standards of cleanliness, with responsibility for budgeting, staff hiring/training, and implementing guest service policies in line with Aimbridge brand standards.

Qualifications

• Experience managing a hotel front office or similar role.
• Excellent communication and interpersonal skills.
• Strong leadership and organisational abilities to recruit, manage and motivate staff.
• Familiarity with PMS, booking engines and CRM tools.
• Passionate about delivering exceptional guest experiences.

Responsibilities

• Oversee front desk operations and guest service across the hotel.
• Manage reservations and guest check-in/check-out processes.
• Handle guest complaints and resolve issues promptly.
• Ensure cleanliness and maintenance of guest rooms and public areas.
• Manage department budget and cost controls.
• Hire and train staff and develop guest service policies and procedures.

Skills

Communication skills

Interpersonal skills

Leadership

Organisational skills

PMS knowledge

CRM tools

Reservations systems

Check-in/out procedures

Tools

PMS (Property Management System)

Booking engines

CRM tools

Job description

Aimbridge Hospitality EMEA is seeking a Guest Service Manager Front Office & Food & Beverage to lead the guest services team across reception and F&B touchpoints, ensuring seamless service throughout guests’ stays in our hotels.

You will oversee front desk operations, reservations, guest complaints, and maintain high standards of cleanliness, with responsibility for budgeting, staff hiring/training, and implementing guest service policies in line with Aimbridge brand standards.