Guest Service Team Leader

The Met Hotel Leeds; Leeds; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hospitality hotel in Leeds is seeking a passionate Guest Experience Manager to oversee operations and enhance guest interactions. You will lead a dedicated team to deliver exceptional service, ensuring every guest feels valued throughout their stay. Ideal candidates should possess strong leadership skills, experience in hospitality, and the ability to create memorable experiences. This role offers competitive pay and numerous growth opportunities within a vibrant team environment.

Benefits

Discounted hotel room rates

Additional day leave for birthday

Course Sponsorship

Social and wellness events

Free meals on duty

Qualifications

• Previous experience in a guest-facing hotel role, ideally with supervisory experience.
• Natural leadership skills and ability to inspire and motivate a team.
• Excellent problem-solving skills with guest satisfaction focus.

Responsibilities

• Deliver warm and proactive service at every stage of the guest journey.
• Oversee arrival, in-stay, and departure experiences.
• Resolve guest concerns to ensure satisfaction.

Skills

Leadership skills

Organisational abilities

Problem-solving

Guest-centred culture

Multitasking

Tools

Opera

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 & well-being 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 were 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 youre 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 youre an enthusiastic leader with a passion for hospitality and want to help lead the future of The Met wed love to hear from you!

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

We dont just offer a place to stay; we craft unforgettable moments. As our Guest Experience Manager youll be the champion of every touchpoint in the guestjourney shaping stays that spark curiosity joy and connection. Youll 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 youll beat 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 guests 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 theres 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 day 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 ...

Employment Type : Full-Time
Vacancy: 1
Experience: years