Guest Service Manager

Career Choices Dewis Gyrfa Ltd; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hotel management company in Manchester is looking for a Guest Services Manager to oversee guest services and ensure exceptional service during stays. The ideal candidate will have experience managing hotel operations, strong leadership skills, and a passion for customer service. Responsibilities include managing front desk operations, resolving guest complaints, and maintaining high service standards. This full-time role offers industry-leading benefits, including discounts and development opportunities.

Benefits

Industry leading training and development

Hotel discounts portfolio wide

Discounts on food & beverage and spa

24/7 employee assistance programme

Qualifications

• Experience in managing a hotel front office or similar position.
• Ability to handle customer complaints professionally.
• Passion for providing exceptional guest experiences.

Responsibilities

• Manage the guest services team and ensure exceptional service.
• Oversee front desk operations and manage reservations.
• Develop and implement guest service policies.

Skills

Hotel operations understanding

Excellent communication

Leadership skills

Customer service orientation

Problem-solving abilities

Tools

Property Management Systems (PMS)

Booking engines

Customer Relationship Management (CRM) tools

Job description

Employer:

Location:

Pay:

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

No

Closing Date:

28/02/2026

About this job

Location: Holiday Inn / Ibis Budget Manchester Airport

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand.

We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between.

From the rich diversity of our people and locations to our “people first” approach to business, the Aimbridge experience is like no other.

As part of the Manchester International Airport complex and situated within close proximity to all three terminals, this hotel boasts 260 bedrooms and is a super busy property with on average 250 check in’s & out’s per day.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include:

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide
• Staff rates and up to 50% discount on food & beverage and spa
• 24/7 access to our employee assistance programme

Responsibilities

• As Guest Services Manager you’ll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay.
• Overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas.
• Managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures.
• Maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld.
• Ensuring guests have a first-class, enjoyable and comfortable stay.

What do we need from you?

• Experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• Excellent communication and interpersonal skills to effectively manage staff and interact with guests.
• Ability to provide guidance and feedback to staff members and handle customer complaints and queries professionally.
• Strong leadership and organisational skills to recruit, manage and motivate staff members.
• Ability to set goals and objectives, delegate tasks, and monitor performance to ensure smooth and efficient front office operations.
• Good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools.
• Proficiency in using these tools to manage reservations, track guest preferences and feedback, and analyse performance data.
• Passion for providing an exceptional guest experience and living through our brand standards.