Guest Service Manager

Kew Green Hotels; Manchester; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Hotel discounts

Gym and leisure facilities

Wellbeing support

Fully funded apprenticeships

Job summary

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will influence guest experiences, coach staff, and drive KPIs while delivering seamless service and maintaining high standards of safety and operations.

You will receive extensive training to expand your scope toward broader hotel operations, with opportunities for career progression and funded apprenticeships, plus staff discounts across stays and activities.

Qualifications

• Senior guest service experience in hotel setting.
• Knowledge of guest service KPIs including satisfaction and lead generation.
• Strong leadership and communication skills.
• Willingness to develop across all hotel operations.

Responsibilities

• 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.
• Career development through fully funded apprenticeships and our internal development programme.

Skills

Leadership

Guest service KPIs

Communication

Team coaching

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.
• 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.

Experience & qualifications

• 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.

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.

We may close the role once we've found the right person.

At Kew Green Hotels, we're committed to creating an inclusive workplace where everyone can thrive.