Guest Service Manager — Lead Multiskilled Team

Kew Green Hotels; Wigston; Remote; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Discounts on hotel stays

Gym and leisure facilities

Wellbeing support (24/7)

Career development programs

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 guest satisfaction while maintaining safety and operational standards.

The role reports to the Hotel Manager and offers opportunities to progress towards Operations or Hotel Manager roles. Applicants with strong leadership and a track record in guest service KPIs are encouraged to apply.

Qualifications

• Experience in a senior guest service role such as Front Office Manager/Supervisor or similar.
• Strong understanding of guest service KPIs including guest satisfaction and loyalty recognition.
• Excellent leadership and communication skills with ability to motivate and handle tough conversations.

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 by Hotel Manager.
• Partner with other hotel departments to keep operations running smoothly and deliver seamless guest experiences.

Skills

Senior guest service

Front Office leadership

KPI management

Staff development

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 guest satisfaction while maintaining safety and operational standards.

The role reports to the Hotel Manager and offers opportunities to progress towards Operations or Hotel Manager roles. Applicants with strong leadership and a track record in guest service KPIs are encouraged to apply.