Guest Service Manager

Aimbridge; Leeds; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Training & leadership development

Staff discounts across portfolio

Stream pay

Employee assistance programme

Incentives

Flexible working

Job summary

Aimbridge Hospitality EMEA is seeking a Guest Services Manager in Leeds to lead the front office team and ensure guests receive exceptional service throughout their stay.

You will oversee front desk operations, manage reservations, handle complaints, and ensure room and public area upkeep while controlling the department budget. You will hire and train staff and implement guest service policies to uphold Aimbridge's high standards.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Experience managing a hotel front office and reservations processes.
• Strong leadership and organisational abilities to recruit, manage and motivate staff.
• Good understanding of hotel software systems (PMS, booking engines, CRM).

Responsibilities

• Oversee front desk operations and reservations to optimise guest experience.
• Handle guest complaints and ensure timely resolution.
• Maintain cleanliness and maintenance of guest rooms and public areas.
• Manage department budget, staffing, training, and policy implementation.
• Build positive relationships with guests to uphold the hotel’s reputation for service.

Skills

Communication skills

Interpersonal skills

Leadership

Organizational skills

Budget management

Tools

PMS software

Booking engines

CRM tools

Job description

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our “people first” approach to business, the Aimbridge experience is like no other.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contributions
• Flexible working opportunities

A day in the life of…

As Guest Services Manager you’ll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You’ll be responsible for managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld.

What do we need from you?

• You’ll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• As Guest Services Manager, you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You’ll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone ‘A Place to Grow’