Guest Services Manager

www.findapprenticeship.service.gov.uk - Jobboard; Coventry; On-site; GBP 80,000 - 100,000; Full time

Job summary

A prestigious hotel in Coventry is seeking a Guest Services Manager to lead the Guest Services team, ensuring every guest has a memorable stay. The ideal candidate will have at least 1 year of experience in a similar role, with strong leadership and communication skills. Responsibilities include managing operations, maintaining service standards, and coaching the team. The role offers competitive benefits, including 29 days holiday and various discounts.

Benefits

Competitive salary

29 days holiday

50% discount on food and beverage

Free meals on duty

Training and development programs

Qualifications

• At least 1 year experience in managing a Reception/Front Office or Guest Services team.
• Passion for delivering outstanding guest experiences.
• Impeccable personal presentation and grooming standards.
• Knowledge of Front of House and Reservations PMS.

Responsibilities

• Lead day-to-day operations of the Guest Services team.
• Set and maintain high standards of guest care.
• Manage check-in/check-out procedures and special requirements.
• Coach and develop the Guest Services team.

Skills

Leadership skills

Communication skills

Customer service

Problem-solving attitude

Tools

Microsoft Word

Outlook

Excel

Job description

In a Nutshell

A very rare opportunity has arisen at Ansty Hall Hotel. We are actively seeking a Guest 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.

Package Description

And now for the good stuff

Hospitality 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 properties
• Really big discounts of room nights across all Exclusive properties
• EAP provided by HospitalityAction
• HospitalityEssentials discount platform — giving you access to 1,000+ shopping discounts, cashback deals, and online exercise, wellbeing & finance guides
• Meals on duty provided for free
• Recognition and rewards scheme
• Access 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 books
• Cycle to work scheme

Main Responsibilities

Lots to do, but lots of fun

As our new Guest Services Manager you 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 required

INDMP

The Ideal Candidate

Are 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 Company

Are 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 for

1. 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.