Guest Service Leader: Multiskilled Ops & Guest Experience

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

Benefits offered by this job

Discounts on hotel stays and major RET

Gym, pool and leisure facilities

Wellbeing, financial and legal support

Job summary

Kew Green Hotels is seeking a Guest Service Manager to inspire a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive service excellence and lead guest interactions from arrival to dining, shaping a high-performing guest service function.

You will report to the Hotel Manager and develop across all hotel operations, with training to progress toward operations or hotel management roles within a supportive, inclusive environment.

Qualifications

• Senior guest service experience (e.g., Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager)
• Strong knowledge of guest service KPIs including guest satisfaction, loyalty, lead generation, beverage GP and issue handling
• Strong leadership and communication skills; able to motivate and have tough conversations when needed
• Willingness to grow across all hotel operations and lead across departments

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 positive outcomes
• Ensure compliance with safety, security, and operational standards
• Monitor KPIs and drive sales opportunities while managing costs and resources
• Take accountability for guest service function and KPIs as directed by Hotel Manager
• Collaborate with other hotel departments to maintain smooth operations and seamless guest experiences

Job description

Kew Green Hotels is seeking a Guest Service Manager to inspire a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive service excellence and lead guest interactions from arrival to dining, shaping a high-performing guest service function.

You will report to the Hotel Manager and develop across all hotel operations, with training to progress toward operations or hotel management roles within a supportive, inclusive environment.