Guest Services Manager

Kew Green Hotels; England; On-site; GBP 80,000 - 100,000; Full time

Job summary

A rapidly expanding hotel group in the United Kingdom is seeking an experienced Guest Service Manager to lead operations and inspire a diverse team. You will be responsible for ensuring service excellence across all guest-facing roles, including Front Office, Food & Beverage, and Events. The ideal candidate will have experience in senior hotel reception roles and a strong understanding of service excellence. This position offers competitive benefits and opportunities for professional growth.

Benefits

Discounted hotel stays

Discounts across major retailers and restaurants

Unlimited access to Leisure Clubs

Career development programs

Employee Assistance Line

Qualifications

• Experience in a senior reception role within a hotel environment.
• Strong understanding of Front Office KPIs.
• Proven track record of delivering service excellence.

Responsibilities

• Recruit and develop the Guest Services team.
• Lead guest service operations across Food & Beverage.
• Handle guest feedback and ensure service excellence.

Skills

Leadership

Guest service

Communication skills

Job description

Our team of Guest Service Managers work together to coordinate the seamless delivery of all guest facing operations.

Your background is in Front Office, but in this role, you’ll be supporting a multiskilled team across all areas of guest service, so you’ll receive full training to lead confidently across Food & Beverage and Meetings & Events. Whether you’re helping with a tricky reservation, making sure dinner service runs smoothly or supporting an event, you’re always ready to step in and lead from the front any time you’re needed.

You’ll have the opportunity to play to your strengths, taking accountability for our Front Office operation, but the additional responsibilities and development across other areas of guest service makes this role perfect for an aspiring Operations Manager or Hotel Manager looking to round out your experience in preparation for your next step.

About The Role

You'll inspire and empower our Guest Service team to represent our company values and culture, ensuring that service excellence remains our top priority.

Responsibilities include:

• Recruiting, coaching, and developing an outstanding Guest Services team
• Leading and motivating Guest Service Assistants to deliver an unforgettable guest experience across Food & Beverage, Front Office and Meetings & Events
• Handling guest feedback and turning any complaints into positive outcomes
• Driving sales opportunities while keeping an eye on costs and stock
• Working closely with other hotel departments to keep everything running smoothly
• Ensuring safety, security, and compliance standards are always met
• In addition to this, you will take the lead on key tasks such as collaborating with our central reservations team, maintaining the hotel PMS and OTA platforms and with specific accountability for ensuring consistent delivery of all Front Office KPIs

Other businesses may call this role Front Office Manager, Head of Department, Hotel Duty Manager, Guest Experience Manager, Hotel Services Manager

Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at [e-mail].

About You

To be a great fit for this role, you must have experience in a senior reception role within a hotel environment (Front Office Manager, Reception Supervisor, or Guest Service Assistant or Receptionist with Duty Manager Responsibility).

You have a strong understanding of Front Office KPIs such as loyalty recognition and enrolment, lead generation, guest satisfaction and problem handling with a proven track record of delivering service excellence.

You are keen to develop your skillset across all areas of Guest Service and will enthusiastically embrace opportunities outside your usual comfort zone.

You are quick to build relationships, making genuine connections with your exceptional verbal and written communication skills.

And most importantly, you’re an exceptional leader. You are always happy to roll up your sleeves and lead from the front. You’re not afraid to have the tough conversations when you must, but you’re at your best when you’re supporting and developing your team, motivating and inspiring them to bring their best every shift.

Benefits

Our rewards package includes:

• Discounted hotel stays around the globe, with food and beverage discounts
• Attractive discounts across many major retailers, restaurants, and events
• FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms)
• Personal and career development, including apprenticeships.
• 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice.

Next steps

A member of the recruitment team will be in touch to book a 15-minute chat with shortlisted candidates so we can get to know you better. We will explain the role in detail, and you can highlight your skills to us. If successful at this stage, you will meet the Regional General Manager and Director of Operations.

About Kew Green Hotels

Kew Green Hotels is a rapidly expanding global company, with a diverse portfolio across several leading hotel brands.

Our mission is to operate hotels which make us proud, but what unites us all is our values:

• We Love To Pursue Outstanding
• We Respect Our People And Communities
• We Focus On Details
• We Are Pragmatic

If you share our values and you’re committed to doing work that you can be proud of, we would love to hear from you!

You can find out more about our mission and values, our history and more on our website at www.kewgreenhotels.com

At Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact [e-mail] if you have any questions. We are committed to supporting any adjustments you may need.