Guest Service Manager - Epsom

LGH - Holiday Inn; Epsom; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discounted room rates

Birthday leave

Maternity/Adoption leave

Course sponsorship

F&B discount

Refer a Friend program

Flexible working

Wagestream pay access

Life insurance

Employee assistance program

Wellness events

Free meals on duty

Job summary

RBH Hospitality Management in Epsom is seeking a Guest Service Manager to lead the front desk, ensuring a warm welcome and smooth check-ins with accurate billing. You’ll coordinate with teams to deliver exceptional service and guest satisfaction.

The role demands strong communication, keen attention to detail, and a high-energy, adaptable approach in a fast-paced hotel environment. Comprehensive benefits and flexible working options are offered.

Qualifications

• Welcoming personality with a passion for guest service.
• Strong communication and guest coordination skills.
• Sharp attention to detail in reservations and guest needs.
• Problem-solving mindset with a positive attitude.
• Team spirit and willingness to jump in wherever needed.
• High energy and adaptability in a fast-paced environment.

Responsibilities

• Lead the front desk team with a friendly, proactive vibe and make guests feel welcome from entry.
• Keep front desk operations flowing, handling check-ins and check-outs smoothly.
• Provide guidance, training and support to front desk agents to uphold high standards.
• Tackle guest inquiries and special requests with confidence.
• Coordinate with housekeeping and maintenance on room availability.
• Oversee reservations, check-ins, and billing accuracy.
• Assist with shift planning and scheduling to keep the front desk ready.
• Maintain a welcoming, polished front desk area for memorable guest experiences.

Skills

Welcoming personality

Communication skills

Attention to detail

Problem solving

Team spirit

High energy

Job description

Guest Service Manager - Epsom

JOIN US At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey

OUR HOTEL

We're a 10-minute drive from both Epsom station , for direct trains to London Victoria and Waterloo, and the M25 motorway. A shopping spree at the Ashley Centre in Epsom town centre is a quick drive away, and you'll get to your flight at Gatwick Airport in 30 minutes. Business guests can entertain up to 20 clients in meeting rooms with countryside views, and the racecourse is great for corporate events. Local employers Atkins , Toyota and Nuffield Health are a short drive away. Let our hotel be your base for the tennis at Wimbledon , 25 minutes away by car, or playing 18 holes at Epsom Golf Club, just up the road. Kids love the rides and zoo animals at nearby Chessington World of Adventures too.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn 250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over 1000 per year

And much much more!

A DAY IN THE LIFE OF A GUEST SERVICE ASSISTANT AT OUR HOTEL

What you'll be doing

• Lead the front desk team with a friendly, proactive vibe, making every guest feel welcome and taken care of from the moment they step in.
• Keep front desk operations flowing smoothly, managing everything from busy check-ins to late check-outs with ease.
• Be the go‑to for front desk agents, offering guidance, training, and support to ensure high standards and a positive atmosphere.
• Tackle guest inquiries, special requests, and occasional challenges with confidence, turning every interaction into a great experience.
• Coordinate with housekeeping and maintenance to manage room availability and ensure every guest need is met.
• Oversee reservations, check‑ins, and billing accuracy, keeping guest accounts error‑free and organised.
• Pitch in with shift planning and scheduling to keep the front desk fully prepped and ready to roll.
• Maintain a welcoming and polished front desk area, setting the stage for a memorable guest experience.

WHAT WE NEED FROM YOU

• A welcoming personality who loves connecting with people and making their day brighter.
• Strong communication skills, comfortable chatting with guests and coordinating with team members.
• Sharp attention to detail, especially when it comes to handling guest needs and reservations.
• A problem-solver who can think on their feet, handling any situation with a positive attitude.
• Team spirit, ready to jump in wherever needed to keep things flowing smoothly.
• High energy and adaptability, thriving in a fast‑paced environment where no two days are the same.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. If at any point throughout our process you require reasonable adjustments, please contact . RBHIND