Guest Services Manager

Exclusive Hotels; Coventry; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prestigious hotel in Coventry is seeking a Guest Services Manager to lead their Guest Services team. This role focuses on delivering exceptional guest experiences with responsibility for team leadership, check-in/check-out procedures, and maintaining high service standards. Join a company that values character, positivity, and putting guests first, while enjoying competitive benefits and growth opportunities.

Benefits

29 days holiday

50% Discount on food and beverage

Significant discounts on room nights

Meals on duty provided

EAP provided by HospitalityAction

Recognition and rewards scheme

Access to training and development programs

Qualifications

• 1+ years in managing a Reception/Front Office or Guest Services team.
• Passion for outstanding guest experiences.
• Strong leadership and team development skills.

Responsibilities

• Lead operations of Guest Services team for seamless guest experience.
• Set high standards for guest care and service delivery.
• Coaching and developing team with hands-on leadership.

Skills

Leadership

Communication

Interpersonal Skills

Guest Care

Tools

Property Management Systems

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Job Type: Permanent Job Sector: Admin, Secretarial Region: West Midlands Location: Coventry Salary Description: Competitive Salary plus fantastic benefits Posted: 15/07/2025 Recruiter: Exclusive Hotels Job Ref: exclusive/TP/230895/7062

In a NutshellA very rare opportunity has arisen atAnsty Hall Hotel. We are actively seeking aGuest Services Manager who’ll report into the Operations Manager and will lead, motivate and inspire the Guest Services team to ensure that every guest and visitor has a memorable stay.They say first and last impressions count – and in this role, you’ll be responsible for both. From the moment guests arrive to the moment they leave, you'll be at the heart of their experience – delivering warm welcomes, heartfelt goodbyes, and seamless stays. Whether it’s a check-in, a room upgrade, a special request, or simply a warm conversation – you’ll ensure that every guest journey is effortless and memorable.If this sounds like the perfect role for you, keep reading and apply today!Package DescriptionAnd now for the good stuffHospitality is all about looking after people and we are committed to our people. We work hard to ensure you can enjoy your job and are well rewarded. As well as excellent training, development and progression opportunities, other benefits include:Competitive salary, benefits and we pay above the Real Living Wage.29 days holiday (increasing with length of service)We operate a discretionary service charge system.50% Discount on food and beverage across all Exclusive propertiesReally big discounts of room nights across all Exclusive propertiesEAP provided by HospitalityActionHospitalityEssentials discount platform — giving you access to 1,000+ shopping discounts, cashback deals, and online exercise, wellbeing & finance guidesMeals on duty provided for freeRecognition and rewards schemeAccess to our learning platform including great training and development programs.B Corp accredited and commitment to improving our People, Product and Planet.Free downloads to newspapers, magazines and booksCycle to work schemeMain ResponsibilitiesLots to do, but lots of funAs our new Guest Services Manager, you’ll report into the Front Office Manager and will be responsible for:• Leading the day-to-day operations of our Guest Services team to deliver a seamless guest experience.• Setting and maintaining high standards of guest care, team presentation, and service delivery across all touchpoints.• Acting as the main point of contact for guests, managing check-in/check-out procedures, room allocations, and special requirements.• Coaching, mentoring, and developing the Guest Services team through hands-on leadership, feedback, coaching and training.• Ensuring public areas and guest-facing spaces are immaculate and always guest-ready.• Supporting the wider hotel management team with operational standards, team motivation, and cross-department collaboration.• Carry out Duty Management shifts as and when requiredThe Ideal CandidateAre you right for us?To be successful in this role, you will need to demonstrate:• At least 1 years’ experience in managing a Reception/Front Office or Guest Services team within a high-end or comparable hospitality setting.• A genuine passion for delivering outstanding guest experiences with warmth, professionalism, and flair.• Strong leadership skills with the ability to inspire and develop a high-performing team.• Excellent communication and interpersonal skills.• Impeccable personal presentation and grooming standards.• Knowledge of Front of House and Reservations PMS (Property Management Systems).• Working knowledge of Microsoft Word, Outlook and Excel.• A calm, composed, and solutions-focused attitude – even under pressure.• A clear, friendly telephone manner and guest-focused mindset.About The CompanyAre we right for you?We expect a lot but we’ll give a lot to get the right people. There are 4 main things we look for1. We want people with bags of character. We don’t want you to hide your personality when you’re at work, we want you to feel comfortable, to be who you are.2. We want people people. You’ve got to like being around others, smiling and chatting because you like people, not because someone told you to smile and chat.3. We need extra milers. So if you think the job description is all you have to do, then we’re not for you. 4. You have to put your heart into it. When you tell a guest you’re happy to help, you have to mean it.