Guest Service Leader: Multiskill Ops & Experience

Holiday Inn; Brighouse; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Career development

Discounts on hotel stays

Gym access

Wellbeing support

Job summary

Kew Green Hotels is seeking a Senior Guest Service Manager to lead a multiskilled team across Front Office, F&B and Meetings & Events. You will guide service excellence, coach staff, and partner with other departments to maintain seamless guest experiences.

The role emphasizes leadership, KPI management, and guest satisfaction. If shortlisted, you’ll attend a brief Hotel Manager interview as part of a supportive, inclusive recruitment process.

Qualifications

• Senior guest service experience required across Front Office, F&B or M&E.
• Strong leadership and communication skills with ability to motivate teams.
• Solid understanding of guest service KPIs including satisfaction, loyalty, lead generation and beverage GP.
• Willingness to grow capabilities across all hotel operations.

Responsibilities

• Lead, coach, and inspire a multiskilled Guest Service team across Front Office, F&B, and Meetings & Events.
• Drive service excellence in every guest interaction from check-in to dining.
• Handle guest feedback and resolve issues quickly to turn challenges into positives.
• Ensure compliance with safety, security and operational standards across the hotel.
• Monitor performance against KPIs and drive sales opportunities while managing costs.

Skills

Leadership

Communication skills

KPI knowledge

Guest service expertise

Problem solving

Job description

Kew Green Hotels is seeking a Senior Guest Service Manager to lead a multiskilled team across Front Office, F&B and Meetings & Events. You will guide service excellence, coach staff, and partner with other departments to maintain seamless guest experiences.

The role emphasizes leadership, KPI management, and guest satisfaction. If shortlisted, you’ll attend a brief Hotel Manager interview as part of a supportive, inclusive recruitment process.