Guest Service Manager

Harri.com; Greater London; Hybrid; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Discounted room rates

Birthday leave

Maternity/adoption/shared parental le

Course sponsorship

30% F&B discount

Refer a Friend £250

Flexible working

Wagestream pay

Life Insurance

Employee Assistance Programme

Social & wellness events

Free meals on duty

Job summary

RBH Hospitality Management is looking for a Guest Service Manager for Crowne Plaza London Docklands. The role involves leading the Front Office team, delivering exceptional guest service, and managing daily operations to ensure smooth guest experiences.

You will report to the Front Office Manager, work a 4-on 4-off twelve-hour shift pattern, and act as the senior Front Office representative on designated shifts, handling guest queries and escalations with professionalism.

Qualifications

• Proven experience in a front office or guest service management role.
• Strong leadership, problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.

Responsibilities

• Support Front Office Manager in daily leadership and operations.
• Supervise Reception team.
• Lead Front Office during shifts for guest service and efficiency.
• Coordinate with Housekeeping on room availability and maintenance.
• Resolve guest complaints and monitor feedback.

Skills

Front office management

Leadership

Guest service

Communication

Hotel software

Tools

Hotel PMS

Reservation systems

Job description

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

Nestled in the vibrant heart of East London's Royal Docks, the Crowne Plaza London Docklands offers an upscale experience with spectacular waterfront views. Just minutes from the ExCeL Exhibition Centre and close to London City Airport, this contemporary hotel boasts 210 stylish rooms, blending comfort with luxury, and caters to both business and leisure guests alike. Our facilities include Fremantle Bar & Kitchen, a chic restaurant serving modern cuisine, and our on-site gym, complete with a heated indoor pool, perfect for unwinding. Crowne Plaza London Docklands offers an inspiring place to work, where your energy and enthusiasm will be valued in a dynamic team atmosphere. If you're looking to grow in a bustling environment with a commitment to exceptional guest experiences, join us!

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

A DAY IN THE LIFE OF A GUEST SERVICE MANAGER AT OUR HOTEL

What you'll be doing..

Reporting to the Front Office Manager, you will be required to work on a 4 on 4 off basis of twelve hours shift. As Guest Service Manager you will have excellent interpersonal skills and will be a crucial part of our guests' journey. You must be self-motivated and be an inspirational leader, who believes in delivering the best possible standards in guest service, continually leading your team by example. The role requires excellent interpersonal skills to handle guest complaints and providing departmental performance.

Your key areas responsibility will include:

• Support the Front Office Manager in the daily leadership and operation of the Front Office and supporting Food & Beverage when necessary.
• Supervise Reception team.
• Lead the Front Office team during assigned shifts, ensuring exceptional guest service and operational efficiency.
• Act as the senior Front Office representative during designated shifts, escalating operational matters where appropriate.
• Deliver exceptional guest experiences by proactively engaging with guests, resolving complaints professionally, and creating memorable stays.
• Coordinate closely with Housekeeping to manage room availability, room allocations, early arrivals, departures, and out-of-order rooms.
• Monitor guest feedback, including online reviews, and social media, implementing action plans to improve guest satisfaction.
• The principal responsibility is safety and security of guests. You will manage a team ensuring each member is effective, trained and developed
• Being the main point of contact for all in-house and external guest queries and requests during the night

Specifications

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership, problem-solving, and decision-making abilities.
• Excellent communication and interpersonal skills.
• Proficiency in hotel management software and reservation systems.
• Demonstrable ability to multitask and thrive in a fast-paced environment.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.

Compensation: Competitive salary