Guest Service Manager

Splendid Hospitality Group; York and North Yorkshire; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Employee Assistance Programme (EAP)

Hotel Room Discounts

Food & Beverage Discounts

Life Assurance

Salary Sacrifice - Car Scheme

Pension - auto enrolment

Job summary

Splendid Hospitality Group in York East is seeking a Guest Service Manager to lead the Front Desk at Holiday Inn Express York East. You will guide the team to welcome guests warmly and ensure arrivals run smoothly.

You will oversee front office operations, collaborate with other departments to craft memorable stays, and drive continuous improvement while upholding our high service standards.

Qualifications

• Experience leading a front desk team.
• Strong customer service focus.
• Ability to collaborate with other departments to deliver seamless guest experiences.

Responsibilities

• Lead and inspire your team to deliver exceptional guest service, offering coaching and guidance where needed.
• Welcome every guest with warmth, ensuring their experience is smooth, personal, and memorable.
• Oversee front office operations, keeping everything running efficiently and resolving any challenges that arise.
• Work closely with other departments to create those little moments that make a stay unforgettable.
• Drive continuous improvement, spotting opportunities to enhance service and uphold standards.

Skills

Team leadership

Guest service excellence

Coaching

Front office operations

Job description

Guest Service Manager

Application Deadline: 29 October 2026

Department: Management & Admin

Employment Type: Full Time

Location: Holiday Inn Express - York East

Compensation: £13.71 / hour

Description

Picture this: the front desk is buzzing, guests are arriving from near and far, and you’re at the heart of it all, leading your team with confidence and care. You ensure every guest feels welcomed, every challenge is met with calm efficiency, and every team member is supported to deliver their best. No two days are the same-fresh faces, new challenges, and moments to shine. In this role, you’re not just managing a team; you’re shaping experiences that guests will remember long after they leave.

What You Will Do In This Splendid Role

Our team are the heart and soul of all we do. Here’s what you’ll be up to:

• Lead and inspire your team to deliver exceptional guest service, offering coaching and guidance where needed.
• Welcome every guest with warmth, ensuring their experience is smooth, personal, and memorable.
• Oversee front office operations, keeping everything running efficiently and resolving any challenges that arise.
• Work closely with other departments to create those little moments that make a stay unforgettable.
• Drive continuous improvement, spotting opportunities to enhance service, support your team, and uphold our standards.

What Makes You Splendid:

We live by our values – and we’d love you to bring them to life every day:

• Nimble - You adapt quickly, stepping in wherever needed to keep the front office running seamlessly.
• Open - You foster a welcoming, inclusive environment, encouraging open communication across your team.
• Brilliant - You set high standards, inspire exceptional service, and spot opportunities to improve every day.
• Honest - You act with integrity, take ownership of decisions, and build trust with guests and colleagues alike.

Bring your energy, optimism, and passion for people, and we’ll support you every step of the way to excel.

Our Splendid Benefits:

When you join Splendid, you will enjoy a reward package to support your lifestyle, wellbeing and career. Here are just some of the benefits on offer:

• Employee Assistance Programme (EAP) - confidential wellbeing support whenever you need it with 24/7 access to remote GP appointments.
• Hotel Room Discounts - stay with us or our partner hotels at special team rates including discounted rates for friends and family.
• Food & Beverage Discounts - enjoy meals and drinks at reduced prices across our hotels.
• Life Assurance - peace of mind for you and your loved ones.
• Salary Sacrifice - Car Scheme: our team members can enjoy the ultimate benefit of driving a brand new, full insured and maintained car for a fixed monthly amount taken from their salary.
• Stream - access your earned wages up to 50% whenever you need them giving you financial flexibility and Highstreet discounts available.
• Pension - auto enrolment into the company pension scheme.
• Learning & Development - opportunities available to progress your skills and career.