Guest Service Manager: Lead Multiskilled Ops & Growth

Kew Green Hotels; United Kingdom; Remote; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Career development programs

Discounts on hotel stays and retailers

Gym and leisure facilities

Wellbeing support 24/7

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 shape the guest service function with training to excel in all front-facing areas, preparing you for future Operations or Hotel Manager roles.

The role reports to the Hotel Manager and focuses on delivering exceptional guest experiences, coaching staff, and driving service KPIs while maintaining cost efficiency.

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 customer satisfaction and lead generation.

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 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

Leadership

Guest service

Communication

Coaching

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 shape the guest service function with training to excel in all front-facing areas, preparing you for future Operations or Hotel Manager roles.

The role reports to the Hotel Manager and focuses on delivering exceptional guest experiences, coaching staff, and driving service KPIs while maintaining cost efficiency.