Guest Service Manager

Holiday Inn; Colchester; On-site; GBP 32,000 - 46,000; Full time

Job summary

Kew Green Hotels is seeking a Guest Service Manager in the UK to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive service excellence, coach staff, and ensure the highest standards of guest experience while collaborating with other departments to maintain smooth hotel operations.

You will report to the Hotel Manager and contribute to KPI delivery, guest satisfaction, and continuous improvement across all guest-facing areas.

Qualifications

• Senior guest service experience across Front Office, F&B or M&E
• Strong leadership and people management skills
• Proven ability to drive service standards and KPI performance

Responsibilities

• Lead a multiskilled Guest Service team across Front Office, F&B, and Meetings & Events
• Drive service excellence in all guest interactions 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
• Monitor KPIs and manage costs and resources while driving sales opportunities
• Partner with other departments to keep operations running smoothly and deliver seamless guest experiences

Skills

Leadership

Guest service KPIs

Communication

Cross-functional collaboration

Job description

As Guest Service Manager, you’ll inspire a multiskilled team delivering across all guest-facing areas. While your background may be focused towards Front Office, F&B or Meetings & Events, your leadership will shape the whole Guest Service function, and you will receive full training to lead confidently across all front facing areas, giving you the experience you need to take the next step towards an Operations or Hotel Manager role.

This role reports directly to the Hotel Manager.

What you’ll do

• 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.

What we’re looking for

• Experience in a senior guest service role (eg. Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager).
• Strong understanding of hotel 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.

Whats in it for you

Our rewards package includes:

• Career development through fully funded apprenticeships and our internal development programme.
• Discounts on hotel stays and a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• 24/7 access to wellbeing, financial, and legal support.

Next steps

If you’re shortlisted, we’ll give you a quick call to learn more about you and answer your questions. Candidates who progress will then be invited to meet the Hotel Manager for an in-person interview.

At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail] - we’re here to support you.

Who are Kew Green Hotels?

Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.

Learn more about who we are and what drives us at www.kewgreenhotels.com.