Guest Service Leader: Multi‑Area Excellence & Growth

Kew Green Hotels; Ashford; Hybrid; GBP 32,000 - 43,000; Full time

Benefits offered by this job

Fully funded apprenticeships

Discounts on hotel stays

Gym & leisure access

Wellbeing support 24/7

Job summary

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events, with training to confidently manage all front-facing areas and progress toward an Operations or Hotel Manager role.

Reporting to the Hotel Manager, you will lead and coach across departments, drive guest service excellence from check-in to dining, handle feedback, and ensure safety and KPI performance while partnering to deliver seamless guest experiences.

Qualifications

• Experience in a senior guest service role or supervisory capacity in Front Office, F&B, or Meetings & Events.

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

Communication

Job description

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events, with training to confidently manage all front-facing areas and progress toward an Operations or Hotel Manager role.

Reporting to the Hotel Manager, you will lead and coach across departments, drive guest service excellence from check-in to dining, handle feedback, and ensure safety and KPI performance while partnering to deliver seamless guest experiences.