Guest Service Leader – Multiskilled Team & Growth

Holiday Inn Ashford Central; Ashford; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Career development programmes

Discounts on hotel stays and partners

Gym, pools and leisure facilities

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 drive service excellence and address guest feedback to create memorable experiences. Training will empower you to expand across hotel operations and pursue future operations leadership roles.

This role reports to the Hotel Manager; a strong leader with a passion for guest satisfaction will thrive in a dynamic, guest-centric environment.

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 understanding of guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling.
• Strong leadership and communication skills; you inspire and motivate, but aren’t afraid of tough conversations when needed.
• Keen to grow beyond your current area of expertise and develop skills across all areas of 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

Senior guest service

Leadership & communication

KPI awareness

Cross-functional collaboration

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 drive service excellence and address guest feedback to create memorable experiences. Training will empower you to expand across hotel operations and pursue future operations leadership roles.

This role reports to the Hotel Manager; a strong leader with a passion for guest satisfaction will thrive in a dynamic, guest-centric environment.