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

Holiday Inn; Colchester; On-site; GBP 32,000 - 46,000; Full time

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 will drive service excellence, coach staff, and ensure the highest standards of guest experience while collaborating with other departments to maintain smooth hotel operations.

You will report to the Hotel Manager and contribute to KPI delivery, guest satisfaction, and continuous improvement across all guest-facing areas.

Qualifications

• Senior guest service experience across Front Office, F&B or M&E
• Strong leadership and people management skills
• Proven ability to drive service standards and KPI performance

Responsibilities

• Lead a multiskilled Guest Service team across Front Office, F&B, and Meetings & Events
• Drive service excellence in all guest interactions 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
• Monitor KPIs and manage costs and resources while driving sales opportunities
• Partner with other departments to keep operations running smoothly and deliver seamless guest experiences

Skills

Leadership

Guest service KPIs

Communication

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 will drive service excellence, coach staff, and ensure the highest standards of guest experience while collaborating with other departments to maintain smooth hotel operations.

You will report to the Hotel Manager and contribute to KPI delivery, guest satisfaction, and continuous improvement across all guest-facing areas.