Guest Service Manager

Accor Hotels; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hotel in London is seeking an experienced Guest Service Manager to enhance guest experiences. The role involves leading the Front Office team, ensuring smooth operations, and contributing to business success. Ideal candidates will have a passion for hospitality and a positive impact on guests.

Benefits

Competitive salary

28 days holiday

Health cash plan

Free night at The Hoxton

Discounts across the Ennismore family

Opportunities for progression

Team events and celebrations

Qualifications

• Experience in a hotel or leisure-related role.
• Familiarity with front desk systems and GDS is a plus.

Responsibilities

• Support day-to-day Front Office operations.
• Lead and motivate the reception team.
• Manage overbooking levels and ensure smooth operations.

Skills

Hospitality

Leadership

Teamwork

Tools

Opera

Job description

Company Description

We are currently looking for an experienced Guest Service Manager to join us at The Hoxton, Southwark.

The Hoxton, Southwark, is the third Hoxton in our hometown of London. This borough is known for its colourful history. Here, the famous London pub The Prince Albert once stood. Patrons would bet on sport from their barstool, handing fistfuls of cash to the pub’s licensed bookie! We have 192 bedrooms, 2 restaurants—Albie & Seabird—and our first Working From Location not just in London but across Europe. Albie is an all-day neighbourhood dining spot inspired by the French and Italian Riviera. Seabird is our rooftop restaurant on the 14th floor, featuring a raw bar, London’s longest oyster list, and panoramic views of the city.

Job Description

What you’ll do…

1. Support the running of our day-to-day Front Office, leading and inspiring receptionists to create a memorable, effortless guest experience from arrival to departure.
2. Lead your team by example, keeping them involved and motivated; help them feel empowered and supported, confident in providing top experiences and comfortable seeking guidance.
3. Contribute to business success by ensuring correct rates, managing overbooking levels, and working with the team to maintain a full and happy house.
4. Ensure smooth operations and appearance, working with the team to find solutions to any issues.

Qualifications

What we’re looking for…

• Experience in a hotel or leisure-related role.
• Familiarity with Opera or similar front desk systems and understanding of GDS is a plus.
• Individuals seeking a place to be themselves; no clones in suits here.
• Passion for hospitality—whether for drinks, meals, events, or beds for the night.
• A positive impact on guests, leaving them with memorable experiences.
• A humble attitude, ready to get things done without ego.
• Willingness to try new approaches and do (almost) everything once.
• A friendly, fun personality that enjoys sharing laughs.
• Desire to be part of a supportive, hardworking team that enjoys fun along the way.

Additional Information

What’s in it for you…

• Competitive salary.
• 28 days holiday (including bank holidays), pension, and life insurance.
• A health cash plan for physical and mental wellbeing support.
• Confidential hotline and mental health first aiders for support.
• Retail and hospitality perks through our partners.
• Free night at The Hoxton and a meal for two upon starting.
• Free shift meals.
• Discounts across the Ennismore family for you and your loved ones.
• Annual free night at The Hoxton and milestones bonuses.
• Opportunities for progression within a global brand.
• Training, learning academies, and development programs.
• Extra time off for volunteering.
• Team events and celebrations.
• Enhanced family leave options.
• Diversity and inclusion events throughout the year.