Guest Experience Leader - Front Office, F&B & Events

Kew Green Hotels; Chester; On-site; GBP 35,000 - 51,000; Full time

Benefits offered by this job

Discounts on hotel stays

Discounts at major retailers/restau­r­

Free use of gym, pools, and leisure

Job summary

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B and Meetings & Events. You will drive service excellence from check-in to dining and mentor staff to deliver exceptional guest experiences.

You will handle guest feedback, ensure safety and operational standards, and monitor KPIs to boost guest satisfaction and revenue. This role offers development through apprenticeships within a supportive, inclusive culture.

Qualifications

• Experience in a senior guest service role (e.g. Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager).
• Strong understanding of hotel guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling.
• Strong leadership and communication skills; able to motivate and have tough conversations when needed.

Responsibilities

• Lead, coach, and inspire a multiskilled Guest Service team across Front Office, Food & Beverage, and Meetings & Events.
• Drive service excellence across every guest interaction, from check in to dining.
• Handle guest feedback and resolve issues quickly, turning challenges into positive outcomes.
• Ensure compliance with safety, security, and operational standards across the hotel.
• Monitor performance against KPIs, driving sales opportunities while managing costs and resources.
• Take accountability for a guest service function and KPIs as set out by the Hotel Manager.
• Partner with other hotel departments to keep operations running smoothly and deliver seamless guest experiences.
• Career development through fully funded apprenticeships and our internal development programme.

Skills

Leadership

Guest service KPI

People management

Job description

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B and Meetings & Events. You will drive service excellence from check-in to dining and mentor staff to deliver exceptional guest experiences.

You will handle guest feedback, ensure safety and operational standards, and monitor KPIs to boost guest satisfaction and revenue. This role offers development through apprenticeships within a supportive, inclusive culture.