Guest Services Manager

Valor Hospitality Careers - UK; Chester; On-site; GBP 32,000 - 42,000; Full time

Job summary

DoubleTree by Hilton Chester is seeking a Guest Services Manager / Hotel Duty Manager to lead the front-of-house team and ensure a safe, efficient guest experience. You will supervise shifts, coordinate handovers, and uphold Hilton standards while working closely with Housekeeping and other departments.

The role requires a hands-on leader with excellent communication and organisational skills, ready to manage guest interactions, payroll queries and service recovery across the property.

Qualifications

• Experience managing a hotel front-of-house team or similar hospitality setting.
• Demonstrated ability to lead shifts and ensure guest satisfaction.
• Strong communication, planning and problem-solving skills.
• Familiarity with hotel systems and standard operating procedures including OnQ.

Responsibilities

• Act as Hotel Duty Manager on shift to ensure smooth operation and guest experience.
• Lead and supervise Guest Services team; oversee handovers and rosters.
• Monitor Reception operations and ensure HSBC/GPDRound compliance? (note: placeholder)
• Carry out daily room audits with Housekeeping and resolve issues.
• Respond to guest requests and complaints with effective service recovery.
• Support Front Desk during busy periods and lead from the front when needed.
• Ensure conference rooms and guest areas meet company standards and meal requirements.
• Collaborate with other departments to resolve operational issues and support property goals.
• Follow Health & Safety, security and emergency procedures and ensure standards are met.

Skills

Management experience

Duty Manager experience

Guest service leadership

Communication skills

Organisational skills

Hotel operations knowledge

OnQ familiarity

Tools

OnQ

Job description

DoubleTree by Hilton Chester

As Guest Services Manager, you’ll be at the heart of the hotel operation – leading the team on shift and making sure everything runs smoothly for our guests, our team and the wider hotel. As the Hotel Duty Manager, you’ll be responsible for delivering a safe, efficient and enjoyable guest experience while ensuring our standards are consistently met.

Hotel Operations & Guest Services

• Acting as the Hotel Duty Manager when on shift, taking responsibility for the smooth running of the hotel and the guest experience.
• Completing a thorough handover at the start and end of each shift, ensuring key guest and operational information is communicated.
• Supervising the Guest Services team and ensuring duties are completed efficiently and to the required standards.
• Monitoring Reception operations and ensuring hotel systems, procedures and Hilton standards are consistently followed.
• Carrying out daily room audits and working closely with Housekeeping to resolve any issues.
• Responding to guest requests, concerns and complaints promptly and professionally, ensuring appropriate service recovery is provided.
• Supporting the Front Desk during busy periods and leading from the front when additional support is required.
• Ensuring conference rooms and guest areas are correctly prepared to company standards, including any booked meal requirements.
• Working closely with all hotel departments to resolve operational issues and support the wider goals of the property.

Team Leadership & Development

• Leading by example in guest relations and creating a positive, guest-focused environment.
• Coaching and supporting team members to understand guest needs and consistently deliver excellent service.
• Providing guidance and feedback, identifying opportunities to improve service performance and carrying out retraining where required.
• Ensuring new Guest Service Assistants complete their required induction, company orientation and departmental skills training.
• Managing performance issues that arise during shifts and escalating concerns to the Operations Manager or General Manager where appropriate.
• Ensuring colleagues arrive on time and are prepared for their shifts.
• Preparing efficient and cost-effective rotas in line with business levels and completing payroll requirements using EPS.
• Attending Heads of Department meetings when covering for the Senior Guest Services Manager.
• Providing cover for Night Managers and Night Auditors during periods of absence when required.

Systems, Financial & Compliance

• Using OnQ effectively to resolve guest, operational and finance-related queries.
• Ensuring payments are correctly processed and posted to the PMS, with the appropriate paperwork completed for the Finance team.
• Following hotel cash handling and credit procedures and accounting for any discrepancies at the end of the shift.
• Understanding key operational and financial information, including ADR, RevPAR, rooms sold, revenue, occupancy and payroll margins.
• Protecting guest and business information and ensuring GDPR and PCI DSS requirements are followed at all times.
• Carrying out regular security checks and ensuring any maintenance, lighting, cleanliness or other issues are reported and addressed promptly.
• Following all Health & Safety, fire, security and emergency procedures and being confident in responding to situations such as accidents, thefts, domestic incidents and bomb threats.
• Ensuring new Hilton standards and procedures are implemented across Reception and the wider operation.

What we’re looking for

• Previous management or supervisory experience within a hotel, hospitality or customer-focused environment.
• Previous Duty Manager experience, with the confidence to take responsibility for the hotel operation while on shift.
• A confident, hands-on leader who can motivate, coach and support a team.
• Excellent communication and interpersonal skills, with a genuine focus on delivering outstanding guest experiences.
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities in a busy hotel environment.
• Good understanding of hotel operations, guest service and brand standards.
• Experience with hotel systems and a willingness to learn and use OnQ.
• Comfortable working with basic financial and operational information.
• A good understanding of Health & Safety, security, cash handling, GDPR and PCI DSS requirements.
• A proactive problem-solver who remains calm and professional when dealing with challenging situations.
• Flexibility to work across different shifts and provide support across the hotel when required.

Fancy joining our team?

We are an equal opportunities employer and welcome applications from all suitably qualified candidates regardless of race, sex, disability, religion or belief, sexual orientation or age.