Guest Service Manager

Hilton; Wembley; On-site; GBP 32,000; Full time

Job summary

A leading hotel brand in Wembley seeks a Guest Service Manager to oversee Front Office operations. You will enhance guest experiences, manage the Front Office team, and ensure high standards of service. The ideal candidate has supervisory experience, IT proficiency, and exceptional leadership skills. Responsibilities include evaluating guest satisfaction and promoting hotel services. Join us in creating memorable stays for our guests with competitive benefits and career growth opportunities.

Benefits

Smart uniform provided

Free meals while on duty

Career growth opportunities

Team Member Travel Program

High street discounts

28 days holiday

Qualifications

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector.
• High level of IT proficiency and commercial awareness.
• Ability to work under pressure and lead a team.

Responsibilities

• Oversee the Guest Service/Front Office operation.
• Evaluate Guest satisfaction and monitor trends.
• Maximize room occupancy and promote hotel services.

Skills

Supervisory experience

IT proficiency

Commercial awareness

Leadership skills

Interpersonal skills

Customer service

Education

Degree or diploma in Hotel Management

Tools

Property Management Systems

Job description

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

What makes Hilton Wembley unique, is the sense of belonging and teamwork shared throughout all our departments. This hotel is the #choiceofchampions – one day we are busy looking after a family on vacation visiting London, the next day a world famous sports team or music artist. But every day we are busy creating lasting memories.

Salary: £31,858.83 a year

A WORLD OF REWARDS

• Smart uniform provided and laundered
• Free and healthy meals when on duty
• Grow your Career your next position could be as a Front Office Supervisor or Front Office Shift Leader
• Personal Development programmes designed to support you at every step of your career
• A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing https://cr.hilton.com
• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
• Guest Experience Day 1 night stay with breakfast per year
• Team Member Referral Program
• High street discounts with Perks at Work
• Holiday 28 days including bank holidays (increasing yearly to up to 33 days)
• Discounted dental and health cover
• Modern and inclusive Team Member’s areas

A Guest Service Manager supervises the Guest Service/Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

What will I be doing?

As Guest Service Manager, you will oversee the Guest Service/Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Service Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Oversee the entire Guest Service/Front Office operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Set departmental objectives, work schedules, budgets, policies, and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the Guest Service team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary

What are we looking for?

Guest Service Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector
• High level of IT proficiency
• High level of commercial awareness and sales capabilities
• Experience of managing people and developing people
• Previous experience of managing a department and Profit and Loss account
• Excellent leadership, interpersonal and communication skillsAccountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Familiar with Property Management Systems
• A degree or diploma in Hotel Management or equivalent

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story.

We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.

Find out more about all our brands and hotels - Hilton Brands | Global Hospitality Company