Guest Service Manager

RBH; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading hospitality group in Leeds seeks a passionate Day Guest Service Manager to lead their reception team at The Met Hotel. This role involves overseeing guest check-in/out, resolving inquiries, and ensuring a seamless experience. Candidates should have previous hotel reception experience, strong leadership qualities, and a commitment to exceptional guest service. Competitive salary and benefits included as part of a transformative hotel journey.

Benefits

Discounted hotel room rates

Additional leave on birthday

Enhanced maternity and parental leave

Course sponsorship

30% F&B discount

Refer a friend scheme

Wagestream access

Life insurance

Employee assistance programme

Free meals on duty

Social and wellness events

Qualifications

• Proven supervisory experience in a hotel setting.
• Ability to manage multiple tasks in a fast-paced environment.
• Calmness under pressure with problem-solving skills.

Responsibilities

• Lead and inspire the reception team to deliver exceptional service.
• Oversee guest check-in and check-out processes.
• Resolve guest queries and ensure satisfaction.
• Conduct duty manager responsibilities as needed.
• Support team development through training.
• Collaborate with various departments for seamless service.
• Maintain hotel standards and operational excellence.
• Assist with financial transactions and compliance.

Skills

Previous experience in a hotel reception or guest service role

Proficiency with Opera or similar hotel management software

Strong leadership and communication skills

Passion for creating a positive guest experience

Organised and proactive mindset

Experience in managing guest-facing situations

Flexibility to work on various days

Tools

Opera or similar hotel management software

Job description

JOIN OUR FAMILY

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

We’re thrilled to be embarking on an exciting transformation at The Met Hotel in 2025, with a full renovation set to elevate every aspect of our guest experience. As part of this journey, we’re seeking a passionate Day Guest Service Manager to take charge of our daytime operations and deliver exceptional service to our guests.

At The Met, we believe that extraordinary hotel experiences are made by the people behind them. If you’re looking for a role where you can grow, develop, and be part of a vibrant, dynamic team, this is your chance to make a real impact.

This is a unique opportunity to be at the forefront of shaping the guest experience in our newly refurbished hotel. If you’re an enthusiastic leader with a passion for hospitality and want to help lead the future of The Met, we’d love to hear from you!

AN DAY IN THE LIFE OF A GUEST SERVICE MANAGER AT THE MET HOTEL, LEEDS

We don’t just offer a place to stay; we create unforgettable experiences. As our Guest Service Manager, you'll be the first point of contact for our guests, setting the stage for a stay that sparks curiosity and leaves a lasting impression. You’ll lead a team in delivering service that is vibrant, personal, and unlike any other, ensuring every guest feels welcomed and valued from the moment they arrive.

From managing smooth check-ins to anticipating guest needs and creating unforgettable moments, you’ll be the driving force behind a seamless and exceptional guest experience. This is a unique opportunity to be at the heart of a dynamic, evolving environment, where your leadership will help redefine what exceptional service looks like.

Reporting to our Front Office Manager, you can expect your working day to include:

• Lead the Reception Team: Supervise and inspire the reception team, ensuring they consistently deliver a welcoming and efficient service for every guest interaction.
• Guest Check-in & Check-out: Oversee the smooth check-in and check-out process for guests, ensuring accuracy, a friendly approach, and that all their needs are met in a timely manner.
• Resolve Guest Queries & Issues: Handle guest concerns, inquiries, or requests, ensuring they leave the hotel with an exceptional experience and a desire to return.
• Duty Manager Responsibility: Take on Duty Manager shifts when required, ensuring the smooth operation of the hotel during the day, from overseeing guest services to managing any challenges that arise.
• Team Development & Training: Work closely with your team to provide on-the-job training and mentorship, supporting their growth and ensuring all operational standards are met.
• Coordinate with Other Departments: Collaborate with housekeeping, food & beverage, and other departments to ensure guests' needs are met seamlessly throughout their stay.
• Maintain Hotel Standards: Uphold the hotel's policies and procedures, ensuring a consistent service level and maintaining operational excellence throughout your shift.
• Financial & Operational Accuracy: Support the Front Office Manager in handling financial transactions, ensuring smooth operations and compliance with hotel standards and accounting principles.
  
  

What We Need From You

We hire mostly on personality & potential but here are a few of our requirements...

To succeed in the role of Guest Service Manager, you will need the following qualities and skills:

• Previous experience in a hotel reception or guest service role (with supervisory experience preferred).
• Proficiency with Opera or similar hotel management software is highly advantageous.
• Strong leadership and communication skills, with the ability to inspire and motivate a team.
• A passion for creating a positive, memorable guest experience and handling guest requests efficiently.
• An organised, proactive mindset with the ability to manage multiple tasks in a fast-paced environment.
• Experience in managing guest-facing situations with a focus on problem-solving and maintaining guest satisfaction.
• The ability to remain calm under pressure and provide solutions to any challenges that arise.
• Flexibility to work on weekdays, weekends, and public holidays as required.
  
  

What We Offer

Why this role?

• Be at the forefront of the exciting transformation of The Met Hotel Leeds, as we redefine the guest experience. This is a unique opportunity to contribute to something extraordinary while advancing your hospitality career.
• Work in a dynamic, fast-paced environment where creativity, individuality, and ambition are celebrated and encouraged.
• Competitive salary, performance incentives, and ample opportunities for growth in a thriving team.
• Play a key role in crafting the first impression of our guests' stay, ensuring their experience from check-in to check-out is seamless, memorable, and unlike any other.
  
  

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 days 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)
• 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!

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 [e-mail]