Guest Experience Manager (Front Office & F&B)

Heeton Concept Hotels; Greater London; Hybrid; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Annual bonus

Employee rewards program

Career progression

Staff hotel rates

Retention bonus (3-6 months)

Service-based annual leave

Job summary

Heeton Concept Hotels in London seeks a Guest Services Manager to lead Front Office and Food & Beverage operations, ensuring memorable guest experiences. You will manage a team, handle check-in/out, bookings, and guest inquiries, and uphold Heeton brand standards.

Located at Heeton Kensington and Luma Hammersmith, the role offers a competitive salary and benefits with opportunities to develop the team and contribute to local community engagement.

Qualifications

• Experience supervising Front Office and/or Food & Beverage in a 4-star hotel.
• Proven ability to lead and develop a team.
• Strong customer service orientation with a calm, multitasking approach.
• Experience using a PMS system.
• Knowledge of food & beverage operations and licensing regulations.
• Good commercial sense with sales capability.
• Experience managing a department and P&L.

Responsibilities

• Lead Front Office and F&B operations to high standards.
• Manage guest bookings, upsell opportunities and guest experiences.
• Oversee cash handling and transactions according to SOPs.
• Train and develop Guest Services team.
• Ensure public areas are clean and safe; manage events.
• Collaborate with other departments and act as brand ambassador.
• Handle guest queries, requests, and complaints promptly.

Skills

People management

PMS experience

Customer service orientation

Calm under pressure

Food & beverage knowledge

Leadership

Commercial awareness

Team development

P&L management

Tools

PMS software

Job description

Heeton Concept Hotels in London seeks a Guest Services Manager to lead Front Office and Food & Beverage operations, ensuring memorable guest experiences. You will manage a team, handle check-in/out, bookings, and guest inquiries, and uphold Heeton brand standards.

Located at Heeton Kensington and Luma Hammersmith, the role offers a competitive salary and benefits with opportunities to develop the team and contribute to local community engagement.