Guest Services Manager

Wilde; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Paid family leave (>1 year of service)

Flexible working patterns

Discounted rates for overnight stays

Refer and earn scheme - earn up to £/€

Cycle to work scheme

Education Support

Volunteer days: 2 paid volunteer days

Employee Assistance Program (EAP)

An extra day off to celebrate your/bir

Job summary

Wilde, a dynamic aparthotel operator, is seeking a Guest Services Manager to lead our Guest Services Hosts across the lobby, reception and bars. You’ll thrive in a fast-paced environment, delivering exceptional service and representing Wilde with enthusiasm and warmth in our London hotels.

Join a diverse, inclusive team with opportunities to grow across iconic city-centre properties. If you’re passionate about guest experience and team leadership, Wilde offers a vibrant, customer‑centric culture

Qualifications

• 2+ years experience in a similar role, ideally within the lifestyle hotel or hospitality sector
• Knowledge of Front Office operations
• Some previous F&B/Barista experience is preferred but training can be provided

Responsibilities

• Endless Opportunities in One Space: Whether you’re welcoming guests or crafting the perfect cocktail, you'll thrive in our dynamic lobby, bar, and host stand. It's about maintaining a fun, fresh, and fast-paced environment while communicating with multiple departments and delivering excellent service.
• Be the Ultimate Brand Ambassador: Take ownership of your role with enthusiasm, energy, and a touch of flair—become the face of Wilde and represent us with pride.
• Make a Lasting Impact: Confidence is key! Master communication and teamwork to create memorable experiences for every guest that walks through our doors.
• Stay Driven, Stay Motivated: Strive for excellence every day—set ambitious goals and exceed them. We work together to push boundaries and celebrate our collective success.
• Exemplify Excellence at All Times: From the moment guests arrive, greet them warmly and with a smile, ensuring they feel welcome and at home.
• Understand Your Guests: Commit to learning the preferences and needs of our guests to provide personalised, thoughtful service that leaves a lasting impression.
• Set the Mood: You’re responsible for creating the perfect atmosphere—whether adjusting the lighting, lifting the volume, or ensuring everything is pristine. You understand that the little details matter.
• Master Every Shift: Whether you're opening, swinging, or closing, you’re in control—keeping operations seamless and collaborating with your team to ensure nothing is overlooked, including health & safety and complaints management
• Push the Boundaries of Excellence: Constantly seek opportunities to innovate and improve. Your drive to make things better propels us all toward greater success.
• Lead with Kindness and Respect: Foster a culture of respect, inclusivity, and kindness, ensuring everyone feels valued and part of the team.
• Engage with the Community: Actively participate in local charity events and initiatives, building strong relationships within the community and contribute to our collective mission.

Job description

Welcome to Wilde, a thriving, exciting and rapidly expanding aparthotel operator, making waves across the heart of Europe! With an impressive track record of multiple new aparthotels opening each year, we’re on an unstoppable journey, with exceptional properties across iconic European cities like London, Berlin, Edinburgh, Lisbon and Vienna

We are on the search for our next Guest Services Manager to work with our Guest Services Hosts and the wider team across our public areas, lobby, reception and R&B spaces. Embrace the high-paced, evolving environment with enthusiasm and curiosity. At Wilde, we’re not just an aparthotel group: we're a diverse and inclusive team that encourages you to bring your unique self to work and make a real impact. Our Irish heritage mixes with local cultures to form new experiences that are unique to each city, and each Wilde.

Benefits

• Paid family leave (>1 year of service)

• Flexible working patterns

• Discounted rates for overnight stays for you, your family and friends

• Refer and earn scheme - earn up to £/€550

• Cycle to work scheme- to support a healthy lifestyle and our planet

• Education Support to help you foster new skills

• Volunteer days: 2 paid volunteer days per year

• Support for you and your family when you need it with our Employee Assistance Program (EAP)

• An extra day off to celebrate your birthday

We would love you to have

• 2+ years experience in a similar role, ideally within the lifestyle hotel or hospitality sector is required

• Knowledge of Front Office operations

• Some previous F&B/Barista experience is preferred but training can be provided

What you can do for us

• Endless Opportunities in One Space: Whether you’re welcoming guests or crafting the perfect cocktail, you'll thrive in our dynamic lobby, bar, and host stand. It's about maintaining a fun, fresh, and fast-paced environment while communicating with multiple departments and delivering excellent service.

• Be the Ultimate Brand Ambassador: Take ownership of your role with enthusiasm, energy, and a touch of flair—become the face of Wilde and represent us with pride.

• Make a Lasting Impact: Confidence is key! Master communication and teamwork to create memorable experiences for every guest that walks through our doors.

• Stay Driven, Stay Motivated: Strive for excellence every day—set ambitious goals and exceed them. We work together to push boundaries and celebrate our collective success.

• Exemplify Excellence at All Times: From the moment guests arrive, greet them warmly and with a smile, ensuring they feel welcome and at home.

• Understand Your Guests: Commit to learning the preferences and needs of our guests to provide personalised, thoughtful service that leaves a lasting impression.

• Set the Mood: You’re responsible for creating the perfect atmosphere—whether adjusting the lighting, lifting the volume, or ensuring everything is pristine. You understand that the little details matter.

• Master Every Shift: Whether you're opening, swinging, or closing, you’re in control—keeping operations seamless and collaborating with your team to ensure nothing is overlooked, including health & safety and complaints management

• Push the Boundaries of Excellence: Constantly seek opportunities to innovate and improve. Your drive to make things better propels us all toward greater success.

• Lead with Kindness and Respect: Foster a culture of respect, inclusivity, and kindness, ensuring everyone feels valued and part of the team.

• Engage with the Community: Actively participate in local charity events and initiatives, building strong relationships within the community and contribute to our collective mission.

• As part of our Operations team, demonstrate a commitment to operating in accordance with the environmental and social sustainability criteria set by Staycity Group and external programmes such as Green Key