Guest Service Leader: Front Office, F&B & Events

Holiday Inn; Brighouse; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discounts on hotel stays

Free gym access

Wellbeing support

Job summary

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will mentor staff, drive guest satisfaction, and ensure seamless service at every guest touchpoint.

Reporting to the Hotel Manager, you will monitor KPIs, address feedback, and work with other departments to maintain high standards and optimal operations. Training will be provided to enable growth toward operations leadership.

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 leadership and communication skills, with the ability to motivate and coach teams.
• Strong understanding of hotel guest service KPIs including guest satisfaction and related metrics.

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

Communication

KPI understanding

Job description

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will mentor staff, drive guest satisfaction, and ensure seamless service at every guest touchpoint.

Reporting to the Hotel Manager, you will monitor KPIs, address feedback, and work with other departments to maintain high standards and optimal operations. Training will be provided to enable growth toward operations leadership.