Guest Experience Leader - Front Office & Service

Aimbridge; Bournemouth; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Staff discounts

Flexible working

Staff meals on duty

Gym access

Career development

Job summary

Aimbridge Hospitality EMEA is seeking a Guest Services Manager in Bournemouth to lead the guest services team and ensure exceptional service throughout guests' stays. You will oversee front desk operations, reservations, and guest relations, while managing budgets and staff development.

The role requires strong leadership, excellent communication, and proficiency with hotel software systems (PMS, CRM). A passion for delivering outstanding guest experiences and upholding brand standards is

Qualifications

• Experience managing a hotel front office or similar role with strong hotel operations knowledge.
• Excellent communication and interpersonal skills for staff guidance and guest interactions.
• Strong leadership and organisational skills to recruit, manage and motivate staff.

Responsibilities

• Oversee front desk operations and guest services team to ensure exceptional service.
• Manage reservations, check-in/check-out processes and guest preferences.
• Handle guest complaints and maintain positive relationships to protect the hotel’s reputation.
• Manage department budget, hire and train staff, and implement guest service policies.
• Ensure cleanliness and maintenance of guest rooms and common areas.
• Monitor performance, set staff goals, and ensure smooth front office operations.

Skills

Front desk operations

Reservations

Customer service

Staff management

Leadership

Communication

CRM

PMS

Tools

PMS

Booking engines

CRM

Job description

Aimbridge Hospitality EMEA is seeking a Guest Services Manager in Bournemouth to lead the guest services team and ensure exceptional service throughout guests' stays. You will oversee front desk operations, reservations, and guest relations, while managing budgets and staff development.

The role requires strong leadership, excellent communication, and proficiency with hotel software systems (PMS, CRM). A passion for delivering outstanding guest experiences and upholding brand standards is