Guest Service Leader: Multiskilled Ops & Team Coach

Kew Green Hotels; Sandwell; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discounts on hotel stays

Gym, pools and leisure facilities free

Wellbeing, financial and legal 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 train and coach staff, ensuring exceptional guest experiences and consistent service standards.

You’ll drive KPI performance, resolve guest issues promptly, and collaborate with other departments to maintain smooth hotel operations. This is a hands-on leadership role with progression toward operations management.

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 leadership and communication skills with ability to inspire and motivate teams.

Responsibilities

• Lead, coach, and inspire a multiskilled Guest Service team across Front Office, F&B, and Meetings & Events.
• Drive service excellence across guest interactions from check-in to dining.
• Handle guest feedback and resolve issues quickly to create positive outcomes.
• Ensure compliance with safety, security, and operational standards across the hotel.
• Monitor KPIs and drive sales opportunities while managing costs and resources.
• Partner with other hotel departments to keep operations running smoothly.

Skills

Leadership

Guest service

KPIs

Communication

Team coaching

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 train and coach staff, ensuring exceptional guest experiences and consistent service standards.

You’ll drive KPI performance, resolve guest issues promptly, and collaborate with other departments to maintain smooth hotel operations. This is a hands-on leadership role with progression toward operations management.