Guest Service Manager — Multiskilled Operations Leader

Kew Green Hotels; Shrewsbury; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Career development through funded/appp

Discounts on hotel stays

Discounts at retailers/restaurants

Free gym/pool access

Wellbeing support

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 will shape the Guest Service function and receive training to progress toward Operations or Hotel Manager roles.

Reporting to the Hotel Manager, you’ll drive service excellence, manage guest feedback, monitor KPIs, and collaborate with other departments to deliver seamless experiences. We offer training and a supportive, inclusive workplace.

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 guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling.
• Strong leadership and communication skills.
• Willing to grow across all hotel operations.

Responsibilities

• Lead 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.
• Ensure safety, security, and operational standards.
• Monitor KPIs and drive sales while managing costs and resources.
• Partner with other departments to ensure smooth operations and seamless guest experiences.

Skills

Senior guest service experience

Leadership

Communication

KPI focus

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 will shape the Guest Service function and receive training to progress toward Operations or Hotel Manager roles.

Reporting to the Hotel Manager, you’ll drive service excellence, manage guest feedback, monitor KPIs, and collaborate with other departments to deliver seamless experiences. We offer training and a supportive, inclusive workplace.