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

Kew Green Hotels; Runcorn; Hybrid; GBP 42,000 - 58,000; Full time

Benefits offered by this job

Apprenticeships

Staff discounts

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’ll shape the guest experience, delivering service excellence from check-in to dining while training staff to perform across all front-facing areas.

Reporting to the Hotel Manager, you will monitor KPIs, drive guest satisfaction, handle feedback, and collaborate with other departments to ensure smooth operations.

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.
• Strong leadership and communication skills, with ability to grow 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

Team coaching

Communication skills

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’ll shape the guest experience, delivering service excellence from check-in to dining while training staff to perform across all front-facing areas.

Reporting to the Hotel Manager, you will monitor KPIs, drive guest satisfaction, handle feedback, and collaborate with other departments to ensure smooth operations.