Guest Service Leader: Front Office & F&B Excellence

Kew Green Hotels; Manchester; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Apprenticeships

Internal development

Gym access

Wellbeing support

Job summary

Kew Green Hotels is looking for a proactive 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 high standards of safety and operations to deliver seamless experiences.

You will collaborate with other hotel departments and report to the Hotel Manager, with training provided to broaden cross-functional skills and prepare for future operations leadership 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.

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.

Job description

Kew Green Hotels is looking for a proactive 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 high standards of safety and operations to deliver seamless experiences.

You will collaborate with other hotel departments and report to the Hotel Manager, with training provided to broaden cross-functional skills and prepare for future operations leadership roles.