Guest Service Leader: Multiskilled Hospitality & Experience

Holiday Inn Birmingham M6 J7; Birmingham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Career development

Hotel stay discounts

Gym and leisure facilities

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 will shape the guest service function and receive training to progress toward Operations or Hotel Manager roles.

You’ll report to the Hotel Manager and drive service excellence, coach staff, and monitor KPIs while ensuring safety and high standards across the property. Shortlisted candidates will discuss next steps with the Hotel Manager.

Qualifications

• Experience in a senior guest service role (e.g., Front Office Manager, F&B Manager, M&E Manager, or Duty Manager).
• Strong understanding of guest service KPIs including guest satisfaction and lead generation.
• Proven leadership and communication skills with the ability to handle tough conversations.
• Willingness to grow across all 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

Leadership

Communication

Guest service

KPI management

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 will shape the guest service function and receive training to progress toward Operations or Hotel Manager roles.

You’ll report to the Hotel Manager and drive service excellence, coach staff, and monitor KPIs while ensuring safety and high standards across the property. Shortlisted candidates will discuss next steps with the Hotel Manager.