Guest Services Manager

The Langham London; Greater London; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Discretionary Service Charge

28 days holiday

Wagestream salary advance

Complimentary accommodation at Langham

Staff meals on duty

Company pension plan

Job summary

The Langham, London is seeking a Guest Services Manager to lead our Guest Services team, delivering 5* luxury service and ensuring VIP experiences for distinguished guests. You will oversee daily operations, VIP amenities, and staff development, while maintaining seamless collaboration with other hotel departments.

The role requires prior guest services leadership, exceptional English communication, and a proactive, hands-on approach to resolving guest needs.

Qualifications

• Guest Services Manager or Assistant experience required.
• Excellent customer service in a 5* luxury environment.
• Fluent English (written and spoken).
• Knowledge of an additional language is advantageous.
• Immaculate personal presentation.
• Experience leading small to medium teams is essential.
• Hands-on, proactive approach to prevent or resolve problems.

Responsibilities

• Oversee day-to-day operation of the Guest Services department.
• Oversee the preparation and delivery of VIP welcome cards and amenities.
• Resolve guest issues or requests and escalate as needed.
• Supervise and develop the team; manage performance.
• Maintain communication within the department and with other hotel departments.
• Attend meetings with other departments or Rooms Division as required.

Skills

Guest services experience

Customer service excellence

Team leadership

Communication (English)

Additional language

Immaculate presentation

Proactive problem solving

Tools

Shiji system

Opera PMS

Job description

The Langham, London; Europe’s first Grand Hotel is currently recruiting for a Guest Services Manager to join our talented Guest Service team. We are looking for a true hospitality professional, with the flair to deliver service at the highest level.

In the role of Guest Services Manager, your key focus will be to:

• oversee the day-to-day operation of the Guest Services department
• oversee the preparation and delivery of all VIP welcome cards and VIP amenities
• solve guest issues, complaints or requests when brought to the attention and escalated accordingly
• supervise and manage the team; performance manage, develop, help and ensure they have everything they need
• demonstrate expertise in the functionality of Shiji and/or Opera PMS and ensure all guest profiles are up to date
• maintain close communication within the department and with other hotel departments
• attend meetings with other departments or within Rooms Division as required

Do you have? -

• previous experience of working as a Guest Services Manager or an Assistant
• excellent customer service skills and a real understanding of 5* luxury environment service requirements
• excellent communication skills, in English language, both written and verbal
• knowledge of one other language (advantageous)
• immaculate personal presentation
• previous experience of managing and leading small to medium sized teams is essential
• hands-on, pro-active approach; taking personal responsibility and initiative to prevent or resolve problems

YOUR BENEFITS

Financial Wellbeing

• Discretionary Service Charge
• 28 days of holiday (inclusive of Bank Holidays) with the opportunity to increase to up to 33 days off based on Length of Service
• Access to Wagestream – a salary advance benefit
• Complimentary accommodation at all the Langham Hotels & Resorts, Cordis Hotels & Resorts, Eaton Workshop and affiliated hotels
• Discounted accommodation at The Langham, London for you and your family
• Discounts for you, your friends and family in our Food and Beverage outlets and on Spa treatments
• Up to £750 Recommend a Friend referral bonus
• Seasonal Travelcard loan
• A subsidised taxi journey (£20) for any shift you are scheduled to work between 00:00 and 05:00hrs
• Company pension plan
• Life insurance
• Discounts in various high street and online shops
• Colleague recognition system - being recognised and rewarded for positive guest comments or when you showcase one of our company values
• Learning and Development opportunities, including paid and unpaid cross-departmental training, empowering you to progress in your career
• 2 staff parties per year and several colleague social and community events
• Access to the Employee Assistance Programme by Hospitality Action (24/7)
• Access to Qualified Mental Health First Aiders on site
• Most Valued Colleague of the Month and Year Awards
• Long Service Awards

Physical Wellbeing

• Free meals on duty in our Staff Restaurant
• Uniform supplied and laundered, or if a non-uniform colleague, a complimentary valet service of work attire provided
• Enhanced Sick Pay
• Subsidised regular Back Massage, Reflexology & Chiropody Sessions

OUR CULTURE

Our company is dedicated to cultivating a supportive environment where "Our People, Our Pride" serves as a guiding principle, fostering innovation, collaboration, and personal growth.

DIVERSITY & INCLUSION

The Langham, London is an equal opportunities employer, committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on any protective characteristic.

DISABILITY INCLUSION

We are committed to disability inclusion and ensuring an inclusive recruitment process. If you require reasonable adjustments, such as accessible interview locations, adapted tests, or specific accommodations, please inform us at the outset. Our goal is to provide an equitable recruitment experience for all candidates.

SUSTAINABILITY PLEDGE

We are extremely proud to be recognised as an environmentally conscious hotel, constantly striving to improve our eco policies and initiatives to help preserve our world for future generations. In 2025, we reached a new milestone by achieving EarthCheck Master Certification, further reinforcing our long-term commitment to sustainability.

The Langham London, London’s Original Grand Hotel and flagship of the international Langham Hospitality Groupcomprises380 luxury bedrooms and suites, the acclaimed Roux at The Landau and Palm Court restaurants, the Artesian Bar and Wigmore Tavern, extensive Meeting & Events facilities, Europe’s first Chuan Body + Soul Spa and Sauce by The Langham, our cookery school. The team at the hotel prides itself on creating enchanting encounters for our guests and we’ve been doing so since 1865.