Guest Service Team Leader

The Met Hotel Leeds-Reception General; Leeds; On-site; GBP 80,000 - 100,000; Full time

Job summary

A premier hotel in Leeds seeks a Guest Experience Manager to lead daytime operations and enhance guest experiences post-renovation. This role focuses on crafting memorable stays, addressing guest needs, and collaborating across departments. Ideal candidates have a background in guest-facing roles and exceptional leadership skills. A competitive salary and benefits await in an inclusive workplace committed to growth and individual expression.

Benefits

Discounted hotel room rates

Additional day off for your birthday

Enhanced parental leave

Course Sponsorship

30% F&B discount

Refer a Friend scheme

Wagestream payment flexibility

Life Insurance

Employee Assistance Programme

Free meals on duty

Qualifications

• Previous experience in a guest-facing hotel role with supervisory experience.
• Proficiency in hotel management software.
• Strong organizational and multitasking abilities in a fast-paced environment.

Responsibilities

• Lead and deliver warm, thoughtful service at every guest journey stage.
• Oversee and curate seamless guest experiences.
• Resolve guest feedback and ensure satisfaction.

Skills

Leadership skills

Excellent problem-solving

Organizational abilities

Guest experience focus

Tools

Opera or hotel management software

Job description

JOIN OUR FAMILY

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

The Met Hotel is entering an exciting new chapter in 2026, having been through a full renovation that was designed to reimagine every touchpoint of the guest experience. To shape this next era, we’re looking for a dedicated Guest Experience Manager who will oversee our daytime operations and bring our renewed vision of warm, authentic, and unforgettable hospitality to life.

At The Met, we believe that extraordinary hotel experiences are made by the people behind them. If you’re looking for a role where you can grow, develop, and be part of a vibrant, dynamic team, this is your chance to make a real impact.

This is a unique opportunity to be at the forefront of shaping the guest experience in our newly refurbished hotel. If you’re an enthusiastic leader with a passion for hospitality and want to help lead the future of The Met, we’d love to hear from you!

AN DAY IN THE LIFE OF A GUEST EXPERIENCE MANAGER AT THE MET HOTEL, LEEDS

We don’t just offer a place to stay; we craft unforgettable moments. As our Guest Experience Manager, you’ll be the champion of every touchpoint in the guest journey, shaping stays that spark curiosity, joy, and connection. You’ll lead by example—curating an environment where service feels genuine, personal, and effortlessly memorable, ensuring every guest feels truly valued from arrival to farewell.

From designing standout guest experiences to anticipating needs before they arise, you’ll be at the heart of elevating our service culture. This role offers the opportunity to influence the atmosphere and energy of our dynamic, ever‑evolving hotel, redefining what exceptional hospitality looks and feels like.

Reporting to our Operations Manager, your day will include:

• Lead the Guest Experience: Deliver warm, thoughtful, and proactive service at every stage of the guest journey.
• Curate the Guest Experience: Oversee arrival, in‑stay, and departure experiences, ensuring every interaction is seamless, engaging, and aligned with our brand values.
• Enhance Guest Engagement: Seek opportunities to delight—whether through personalised touches, special moments, or creative solutions that make a guest’s stay truly stand out.
• Resolve Guest Feedback & Challenges: Take ownership of guest concerns or requests, ensuring they feel heard, valued, and eager to return.
• Duty Manager Responsibility: Act as Duty Manager when scheduled, ensuring smooth operations across the hotel and coordinating the guest experience holistically.
• Cross‑Department Collaboration: Partner with housekeeping, F&B, maintenance, and other teams to ensure all guest needs are addressed smoothly and cohesively.
• Uphold Brand & Experience Standards: Maintain and elevate our service standards, ensuring consistency, creativity, and operational excellence throughout your shift.
• Experience Insights & Reporting: Support the Front Office Manager with guest satisfaction reporting, experience improvements, and initiatives that enhance overall service quality.

WHAT WE NEED FROM YOU

We hire mostly on personality & potential—but here’s what will help you shine in the role of Guest Experience Manager:

• Previous experience in a guest‑facing hotel role, ideally with supervisory experience in guest experience, front office, or similar environments.
• Proficiency with Opera or comparable hotel management software is highly beneficial.
• Natural leadership skills with the ability to inspire, motivate, and nurture a guest‑centred team culture.
• A genuine passion for crafting memorable, personalised experiences and elevating every guest interaction.
• Strong organisational and multitasking abilities, thriving in a fast‑paced, ever‑changing environment.
• Excellent problem‑solving skills with a focus on empathy, guest satisfaction, and positive outcomes.
• The ability to remain calm, thoughtful, and solution‑focused—even under pressure.
• Flexibility to work weekdays, weekends, and public holidays as required.

WHAT WE OFFER

Why this role?

• Be at the forefront of the exciting transformation of The Met Hotel Leeds, as we redefine the guest experience. This is a unique opportunity to contribute to something extraordinary while advancing your hospitality career.
• Work in a dynamic, fast‑paced environment where creativity, individuality, and ambition are celebrated and encouraged.
• Competitive salary, performance incentives, and ample opportunities for growth in a thriving team.
• Play a key role in crafting the first impression of our guests’ stay, ensuring their experience from check‑in to check‑out is seamless, memorable, and unlike any other.

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional days leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. If at any point throughout our process you require reasonable adjustments, please contact [e-mail]