Guest Service Manager: Lead Across Front Office, F&B & M&E

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

Job summary

Kew Green Hotels in the United Kingdom is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You’ll receive full training to extend your leadership across all guest-facing areas and to prepare for future Operations or Hotel Manager roles.

Reporting to the Hotel Manager, you’ll drive service excellence, coach staff, and align KPIs with guest satisfaction while managing costs.

Qualifications

• Experience in a senior guest service role (e.g. 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.

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.

Skills

Senior guest service experience

Leadership

Communication skills

Cross-functional development

Job description

Kew Green Hotels in the United Kingdom is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You’ll receive full training to extend your leadership across all guest-facing areas and to prepare for future Operations or Hotel Manager roles.

Reporting to the Hotel Manager, you’ll drive service excellence, coach staff, and align KPIs with guest satisfaction while managing costs.