Guest Services Manager

IHG Hotels & Resorts; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Service charge

Overtime pay

Holiday entitlement

Wellbeing app

Life insurance

Free meals

Leadership development

Staff discounts

Store discounts

Local partner discounts

Job summary

InterContinental London Park Lane is seeking a Guest Services Manager to support the Front Office Manager and ensure every guest receives a warm welcome and personalised attention throughout their stay.

In this role you will lead Front Office operations, manage a team, and work to continuously enhance guest satisfaction while upholding the hotel’s luxury standards and brand promises.

Qualifications

• Front Office duty management and team leadership experience for 2+ years in a property of comparable size.
• Experience delivering luxury service and solving complex problems.

Responsibilities

• Ensure guests are met with a genuine welcome and attended to throughout their stay.
• Communicate with Front Office and hotel teams to personalise guest experiences.

Skills

Front Office leadership

Luxury service

Problem solving

Team leadership

Diversity awareness

Opera/HotSOS/Microsoft

Tools

Opera

HotSOS

Microsoft Office

Job description

At InterContinental London Park Lane, we are currently looking to for Guest Services Manager to join our team.

Located at one of the capital's most prestigious addresses, where the late Queen Elizabeth II once resided.

Our hotel redefines traditional luxury, offering a blend of modernity and flexible sophistication in the heart of Mayfair.

Inspired by its scenic views overlooking two Royal Parks, our establishment boasts elegant natural interiors and award-winning seasonal cuisine.

Our Guest Services Manager supports the Front Office Manager to ensure a guest is met with a genuine welcome and that their needs are attended to throughout their stay. We believe that a stay at InterContinental London Park Lane is an original luxury experience that offers guests the finer things without the fuss. No detail is too small, and no request is too large.

Guest Services Managers communicate both internally within Front Office and externally, both with the wider hotel team and immediate locale to ensure the guest experience is personalised and always exceeds expectation.

To succeed as our Guest Services Manager, you will have:

• Front Office duty management and team leadership experience for 2+ years in a property of comparable size, standard and complexity.
• Proven track record of delivering luxury service, and ability to solve complex problems.
• Ability to work in a diverse team environment, including leading others to ensure overall departmental and hotel success.
• An awareness of market trends and the ability to implement new initiatives.
• Good understanding of systems to support driving results including Opera, HotSOS and Microsoft suite.

What’s in it for you as our Guest Services Manager:

• £45,512.61 Per annum plus service charge, paid overtime and other great IHG perks!
• 31 days holiday each year, including bank holidays, this increases up to a maximum of 33 days(Pro Rated)
• Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• We provide every employee company sick pay and life insurance.
• Free meals on duty
• Professional career development with our IHG Leadership programs
• Amazing discounts for our hotels and restaurants around the world
• 50% discount in our F&B outlets
• Discounts from over 15,000 stores – all the way from retail to cinema
• Exclusive local discounts at Hard Rock Café, The Backroom Bar, El Pirata to name a few!
• Most importantly, we’ll help you grow and develop you as an individual and inspire incredible.

At InterContinental London Park Lane, our ambition is to define our unique culture.

• The kind of culture that inspires you to be all you can be.
• An invitation to tap into your unique personality to deliver and achieve incredible things.
• An expectation to play your part in empowering and inspiring others.
• An opportunity to learn, grow and push what is possible.
• The promise of a personal and professional journey
• A place where everyone can belong and feel part of something bigger.

We are open 7 days a week 365 days a year and need people to work a range of shifts and days.

You must meet the legal requirements to work in the UK.

IHG has been recognised as a ‘Best Employer 2025’ in the UK by Mercer.

As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process. Please let us know if you require any adjustments or support at any stage, and your recruiter will assist you accordingly.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.