Guest Services Manager

Heeton Concept Hotels; Greater London; Hybrid; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Annual bonus

Employee rewards program

Career progression

Staff hotel rates

Retention bonus (3-6 months)

Service-based annual leave

Job summary

Heeton Concept Hotels in London seeks a Guest Services Manager to lead Front Office and Food & Beverage operations, ensuring memorable guest experiences. You will manage a team, handle check-in/out, bookings, and guest inquiries, and uphold Heeton brand standards.

Located at Heeton Kensington and Luma Hammersmith, the role offers a competitive salary and benefits with opportunities to develop the team and contribute to local community engagement.

Qualifications

• Experience supervising Front Office and/or Food & Beverage in a 4-star hotel.
• Proven ability to lead and develop a team.
• Strong customer service orientation with a calm, multitasking approach.
• Experience using a PMS system.
• Knowledge of food & beverage operations and licensing regulations.
• Good commercial sense with sales capability.
• Experience managing a department and P&L.

Responsibilities

• Lead Front Office and F&B operations to high standards.
• Manage guest bookings, upsell opportunities and guest experiences.
• Oversee cash handling and transactions according to SOPs.
• Train and develop Guest Services team.
• Ensure public areas are clean and safe; manage events.
• Collaborate with other departments and act as brand ambassador.
• Handle guest queries, requests, and complaints promptly.

Skills

People management

PMS experience

Customer service orientation

Calm under pressure

Food & beverage knowledge

Leadership

Commercial awareness

Team development

P&L management

Tools

PMS software

Job description

Overview:

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Manager, you’ll not only be the person they rely on to handle check-in and check-out, prepare and serve them food and drink, but you'll also offer local insights and anticipate every detail of a friction‑free experience. You will help to lead and develop a team that can assist with both Front Office and Food and Beverage operations. You will also create the warm atmosphere that makes our guests feel at home while executing brand and/or company standards and building awareness of the hotel in the local community.

Your day-to-day:

• Be the warm welcome that kicks off a memorable guest experience.
• Manage all Front Office and Food and Beverage Outlet operations to consistently meet high standards as defined by the Heeton standards.
• Maintain exceptional levels of customer service
• Take and manage guest bookings, up-selling opportunities and tell them about ways to improve their stay.
• Handle cash and credit transactions in accordance with Heeton standard operating procedures.
• Start every stay right by swiftly checking guests in in accordance with Heeton brand standards.
• Prepare and serve food and drinks in the bar and compliance with Food Safety standards.
• Set up, support, and service events.
• Manage, train and develop the Guest Services team.
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Be a trusted contact for all guests. Help them with anything from billing to local knowledge and loop in management when necessary.
• Monitor the appearance, standards, and performance of the Team Members with an emphasis on training and teamwork.
• Work as part of a team to assist with Reception, Bar and Kitchen duties.
• Ensure all public areas, including toilets and facilities, are cleaned, regularly checked and maintained to a high standard.
• Understand guest satisfaction scores and contribute to improving areas of focus.
  Respond to guest queries, requests, and complaints promptly and professionally, always providing a positive experience.
• Take pride in your appearance and place as a brand ambassador.
• Abide by policies & procedures and ensure they are implemented within your departments, and your team abide by them too.
• Monitor staffing levels to meet business demands.
• Demonstrate a working knowledge of all hotel safety and security procedures as required, maintaining a secure and safe environment for team members as well as guests.
• Maintain good communication and working relationships with all hotel departments.
• Support and manage other ad‑hoc duties when your colleagues need your help.

This list is not an exhaustive list of responsibilities, and additional tasks may be assigned at the discretion of your line manager in line with business needs.

What we need from you:

• Previous supervisory / management experience in Food & Beverage and/or Front Office within a 4-star property.
• Previous experience of using PMS system
• You are a true people’s person, with a passion to delight our guests with amazing service
• You will have the ability to remain calm during difficult situations, in a very busy environment, whilst managing multiple priorities
• You have a good working knowledge of food and beverages, and licensing regulations
• You are a great leader and strive to develop and motivate the team
• High level of commercial awareness and sales capabilities
• Experience in managing and developing people
• Previous experience in managing a department and Profit and Loss account

What We Offer:

We strive to create a workplace that is just as rewarding as the experience we provide for our guests. That’s why we offer a competitive salary and benefits package, including:

• Annual bonus for all Team Members
• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Fantastic career potential with one of the UK's fastest-growing hotel operators
• Employee staff rates across our properties
• Retention bonus on completion of 3- and 6-month service
• Service-based annual leave (increase up to a maximum of 5 extra days)

You will be located at Heeton Concept Hotel Kensington and Heeton Concept Hotel Luma Hammersmith

Heeton UK is all about building a workplace for the future; we believe in equal opportunities and celebrate diversity. We are an inclusive workplace, where everyone is welcome and can be the best versions of themselves.

We recognise that we are on a journey concerning diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.