Guest Service Manager: Lead Cross-Department Excellence

Holiday Inn Leeds-Brighouse; Clifton; On-site; GBP 32,000 - 42,000; Full time

Job summary

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B and Meetings & Events. You will drive service excellence, coach staff, and ensure seamless guest experiences under the Hotel Manager’s guidance.

This role reports directly to the Hotel Manager and offers opportunities to develop across hotel operations while delivering exceptional guest satisfaction and cost-effective service.

Qualifications

• Experience in a senior guest service role in hospitality.
• Strong understanding of guest service KPIs and guest satisfaction.
• Proven leadership and communication skills with a collaborative approach.

Responsibilities

• Lead, coach, and inspire a multiskilled Guest Service team across Front Office, F&B, 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 managing costs and resources.
• Take accountability for 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

KPI understanding

Leadership and communication

Cross-area interest

Job description

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B and Meetings & Events. You will drive service excellence, coach staff, and ensure seamless guest experiences under the Hotel Manager’s guidance.

This role reports directly to the Hotel Manager and offers opportunities to develop across hotel operations while delivering exceptional guest satisfaction and cost-effective service.