Guest Service Leader: Cross-Department Excellence

Kew Green Hotels; Birmingham; Hybrid; GBP 32,000 - 52,000; 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 Guest Service Manager to lead a multiskilled team across Front Office, Food & Beverage, and Meetings & Events. You will receive training to confidently lead across all front-facing areas and build the experience needed for an Operations or Hotel Manager role.

This role reports to the Hotel Manager and focuses on driving guest service KPIs, coaching staff, resolving issues, and collaborating with other departments for seamless guest experiences.

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 and problem handling.
• Willingness to grow across all hotel operations and lead diverse teams.

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 effectively 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.

Skills

Leadership

People management

Communication

Guest service knowledge

Education

Experience in senior guest service role

Tools

KPIs

Job description

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, Food & Beverage, and Meetings & Events. You will receive training to confidently lead across all front-facing areas and build the experience needed for an Operations or Hotel Manager role.

This role reports to the Hotel Manager and focuses on driving guest service KPIs, coaching staff, resolving issues, and collaborating with other departments for seamless guest experiences.