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

Kew Green Hotels; Leeds; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Career development

Discounts on hotel stays

Gym & leisure facilities

Wellbeing support

Job summary

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across front-of-house disciplines, delivering outstanding guest experiences while developing staff across all hotel areas.

Reporting to the Hotel Manager, you will drive service standards, coach leaders, and ensure KPI targets are met. The role offers training to grow toward Operations or Hotel Manager positions.

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 ability to handle tough conversations when needed.
• Understanding of guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling.

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

Guest service

KPIs & analytics

Team coaching

Problem solving

Job description

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across front-of-house disciplines, delivering outstanding guest experiences while developing staff across all hotel areas.

Reporting to the Hotel Manager, you will drive service standards, coach leaders, and ensure KPI targets are met. The role offers training to grow toward Operations or Hotel Manager positions.