Guest Services Manager

Staycity Group; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Paid family leave

Maternity Leave: 26 weeks fully paid

Paternity Leave: 6 weeks fully paid

Surrogacy Leave: 24 weeks fully paid

Adoptive Leave: 24 weeks fully paid

Flexible working patterns

Bonus scheme

Discounted overnight rates

Refer and earn scheme

Cycle to work scheme

Education Support

Volunteer Days

EAP

Job summary

Wilde is seeking a Guest Services Manager to lead the Guest Services Hosts across reception, lobby and R&B spaces. You’ll thrive in a fast-paced, evolving environment and help create memorable experiences for guests while upholding brand standards.

Bring 2+ years in a similar role, genuine hospitality passion, and a collaborative mindset as you drive daily operations and guest satisfaction within Wilde’s iconic spaces.

Qualifications

• 2+ years’ experience in a similar role in hospitality or lifestyle hotels.
• Knowledge of Front Office operations.
• F&B/Barista experience preferred, with training available.

Responsibilities

• Oversee guest services across reception, lobby and public areas.
• Lead and support Guest Services Hosts to ensure seamless guest interactions.
• Maintain high standards of cleanliness, organization and service quality.
• Coordinate daily operations, including wastage reporting and room service coordination.
• Represent the Wilde brand with energy, flair and guest-centric hospitality.
• Collaborate with other departments to deliver memorable guest experiences.

Job description

Welcome to Wilde, 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
• Maternity Leave: 26 weeks fully paid >1 year of service
• Paternity Leave: 6 weeks fully paid >1 year of service
• Surrogacy Leave: 24 weeks fully paid >1 year of service
• Adoptive Leave: 24 weeks fully paid >1 year of service
• Flexible working patterns including full and part-time roles to support all team members
• Bonus scheme that rewards high performers, based on our core values and tied to individual property goals
• Discounted rates for overnight stays for you, your family and friends
• Refer and earn scheme if you successfully refer a friend to work with us
• Cycle to work scheme to support a healthy lifestyle and our planet (only applicable in Ireland/UK)
• Education Support to help you foster new skills, build confidence and flourish
• Volunteer Days: 2 paid volunteer days per year to support causes in your local community
• EAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)

We would love you to have:

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

What you can do for us

• Endless Opportunities in One Space: Whether you’re welcoming guests, supporting reception operations, or overseeing service across the lobby and bar, you’ll thrive in our dynamic and fast-paced environment while communicating effectively across multiple departments.
• 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.
• Deliver Exceptional Guest Experiences: Confidently serve guests throughout the day while supporting the Guest Services Hosts to ensure every interaction is seamless, welcoming, and memorable.
• Lead Daily Operations with Excellence: Oversee the smooth running of reception and F&B operations including daily wastage reporting, package posting on Lightspeed, Epak checklist completion.
• Support & Guide the Guest Services Hosts: Assist and oversee Hosts with daily operational duties including all S&Ds, fridge fills, breakfast replenishment placement in rooms, restocking the bar and shop, breakfast set-up and close-down, and maintaining operational standards across all public areas.
• Maintain High Standards of Cleanliness & Organisation: Ensure all service and back-of-house areas are maintained to the highest standard, including supporting the host with washing breakfast plates and utensils, glassware and coffee crockery, and overseeing the close-down cleaning of the bar, glasswasher, coffee machine, and kitchen area dishwasher.
• 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, managing music levels, or ensuring every area is pristine and guest-ready. You understand that the little details matter.
• Master Every Shift: Whether you're opening, mid-shift, or closing, you’re in control, keeping operations seamless and collaborating with your team to ensure nothing is overlooked, including health & safety procedures and complaint resolution.
• 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 contributing to our collective mission.

If you possess the ability to navigate through challenges with a blend of kindness and clarity, we'd love to hear from you! Whether you're a seasoned expert or someone with a burning desire to grow and learn, we believe that variety is the spice of life, and there's a place for you in our vibrant team.

So, join us in this exciting and ever-evolving journey, where you'll be encouraged to reach your full potential. Let's make the world a little brighter, one guest at a time.