Guest Service Manager: Lead Front Desk & Guest Experience

ibis, ibis Styles, ibis budget; Southampton; On-site; GBP 29,000 - 31,000; Full time

Benefits offered by this job

Birthday day off

Sick pay

Company events

Job summary

ibis Southampton Centre is seeking a Guest Service Manager to lead the guest experience at a centrally located Southampton hotel. This full-time role offers a competitive hourly rate of £14.01, plus benefits and strong opportunities for career growth.

You will oversee front desk, bar and public areas, model best practices, and drive guest satisfaction and team engagement while ensuring smooth day-to-day operations.

Qualifications

• Minimum two years hospitality experience, ideally in a front office, reception or supervisory role.
• Excellent communicator with strong organisational skills and relationship-building ability.
• Experience using Opera or similar property management systems is highly desirable.

Responsibilities

• Supervising front desk, reception, bar and restaurant operations.
• Managing daily shifts and staffing levels in line with business needs.
• Supporting, coaching and mentoring team members.
• Delivering exceptional customer service at every stage of the guest journey.
• Managing check-ins, check-outs and room inventory.
• Handling VIP guest requests and preferences.
• Resolving guest concerns and ensuring effective follow-up.
• Coordinating with housekeeping and maintenance teams.
• Preparing and serving food and beverage items when required.
• Supporting recruitment, onboarding and training activities.
• Maintaining compliance with health, safety, security and data protection procedures.

Skills

Front office experience

Leadership

Communication

Organisational skills

Tools

Opera PMS

Job description

ibis Southampton Centre is seeking a Guest Service Manager to lead the guest experience at a centrally located Southampton hotel. This full-time role offers a competitive hourly rate of £14.01, plus benefits and strong opportunities for career growth.

You will oversee front desk, bar and public areas, model best practices, and drive guest satisfaction and team engagement while ensuring smooth day-to-day operations.