Guest Service Leader: Cross-Dept Ops & Experience

Holiday Inn; Milton Keynes; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Career development program

Hotel discounts

Gym & leisure facilities

Wellbeing support

Job summary

Kew Green Hotels is seeking a Guest Service Manager in the UK to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You’ll drive service excellence, coach staff, and ensure safety and operational standards are met while improving guest satisfaction and loyalty.

Reporting to the Hotel Manager, you’ll collaborate with departments to deliver seamless guest experiences and achieve KPIs. Training will be provided to grow towards Operations or Hotel Manager roles.

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. You inspire and motivate, but aren’t afraid of tough conversations when needed.
• Keen to grow beyond your current area of expertise and develop skills across all areas of hotel operations.

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

Guest service leadership

KPI awareness

People management

Cross-functional collaboration

Job description

Kew Green Hotels is seeking a Guest Service Manager in the UK to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You’ll drive service excellence, coach staff, and ensure safety and operational standards are met while improving guest satisfaction and loyalty.

Reporting to the Hotel Manager, you’ll collaborate with departments to deliver seamless guest experiences and achieve KPIs. Training will be provided to grow towards Operations or Hotel Manager roles.