Guest Services Manager

Aimbridge EMEA; Leeds; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Industry leading training

Staff discounts on hotel stays

Employee assistance program

Career development opportunities

Job summary

Aimbridge Hospitality is seeking a Guest Services Manager at our Leeds location to lead the guest services team and deliver exceptional guest experiences. You will oversee the front desk, reservations, and guest relations, while ensuring service standards and hotel cleanliness across areas.

You will manage budgets, hire and train staff, and implement policies to maintain outstanding customer service. This role requires strong leadership and a passion for guest satisfaction in a dynamic hotel

Qualifications

• Experience in managing a hotel front office or similar with knowledge of reservations and check-in/check-out procedures.
• Excellent communication and interpersonal skills to manage staff and guests professionally.
• Strong leadership and organisational abilities to recruit, manage, and motivate staff and monitor performance.
• Understanding of hotel software systems (PMS, booking engines, CRM) to track guest data and analyze performance.

Responsibilities

• Oversee front desk operations and reservations to ensure smooth guest flow.
• Manage the guest services budget and staff hiring/training.
• Develop and implement guest service policies and procedures.
• Maintain relationships with guests to uphold the hotel's reputation for exceptional service.

Skills

Guest services management

Front desk operations

Reservations handling

Communication skills

Staff leadership

Data analysis

CRM & PMS tools

Tools

PMS (Property Management Systems)

Booking engines

CRM tools

Job description

As Guest Services Manager you'll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You'll be responsible for managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld.

Requirements

• You’ll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• As Guest Services Manager, you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You’ll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards.

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our "people first" approach to business, the Aimbridge experience is like no other. At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone ‘A Place to Grow’.

Ibis Styles Leeds City Centre Arena Wade Lane, Leeds, West Yorkshire, LS2 8NJ

Benefits

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide - Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme