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

Courtyard by Marriott London Gatwick; Horley; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Career development

Discounts on hotel stays

Gym access

Wellbeing support

Job summary

Kew Green Hotels is seeking a Senior Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive excellence in every guest interaction and partner with other departments to ensure seamless experiences.

You’ll report to the General Manager and receive full training to lead confidently across all front-facing areas, preparing you for future hotel leadership roles. This is a full-time, on-site role at a prominent UK property.

Qualifications

• Experience in a senior guest service role (e.g., Guest Service Manager, Ops Manager, Front Office Manager).
• Strong understanding of hotel guest service KPIs including satisfaction and lead generation.
• Excellent leadership and communication skills, able to have tough conversations when needed.
• Willingness to grow across all hotel operations.

Responsibilities

• Lead, coach, and unite a multiskilled Guest Service team across Front Office, F&B, 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 and drive sales opportunities while managing costs and resources.
• Own the guest service function and KPIs as set by the Hotel Manager.
• Collaborate with other departments to maintain smooth operations and seamless guest experiences.

Skills

Leadership

Guest service management

KPIs & analytics

Staff development & coaching

Job description

Kew Green Hotels is seeking a Senior Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive excellence in every guest interaction and partner with other departments to ensure seamless experiences.

You’ll report to the General Manager and receive full training to lead confidently across all front-facing areas, preparing you for future hotel leadership roles. This is a full-time, on-site role at a prominent UK property.