Guest Services Manager

Cairn Group; Park Central; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading UK hospitality company is seeking a Guest Services Manager to lead the front office team, ensuring exceptional guest experiences from check-in to check-out. This role includes managing operations and addressing guest needs promptly. The ideal candidate will have supervisory experience in hotel reception or guest services and excel in communication and team motivation. The position offers a variety of perks and a unique opportunity to join a respected company committed to values of respect, integrity, and excellence.

Benefits

Service Excellence Bonus

Get Paid in Real-Time with Wagestream

Discounted stays across our venues

50% off food and drinks

Exclusive wellness offers at our spas

Apprenticeships and leadership programs

Monthly recognition for team members

Milestone rewards with extra annual leave

Earn a bonus when a friend joins

Confidential Employee Assistance Programme

Plans for long-term security

Fun incentives and perks throughout the year

Time and support during tough times

Qualifications

• Experience in hotel reception or guest services at a supervisory level.
• Confident in guiding, training, and motivating others.
• Clear and confident engagement with guests and teams.

Responsibilities

• Lead the front office team on shift and act as Duty Manager.
• Support reservations, sales and revenue, food and beverage service.

Skills

Hospitality Pro

Team Leader

Strong Communicator

Calm & Collected

Organised & Detail-Oriented

Adaptable

Job description

Overview

As Guest Services Manager, you'll be the friendly face that helps create memorable first impressions and smooth guest journeys from check-in to check-out. You'll lead the front office team while on shift and act as Duty Manager when required—ensuring the delivery of excellent service, smooth handovers, and rapid resolutions to any guest needs or issues. This multi-skilled role may also include supporting with reservations, sales and revenue, food and beverage service, and helping manage conference and events setups. Every day will bring something different; what won't change is your warm welcome and eye for detail.

Responsibilities

• Lead the front office team on shift and act as Duty Manager when required, ensuring excellent service, smooth handovers, and rapid resolutions to guest needs.
• Support reservations, sales and revenue activities, food and beverage service, and conference and events setups as needed.

Qualifications

• Hospitality Pro - experience in hotel reception or guest services at a supervisory level with warm, attentive service.
• Team Leader - confident in guiding, training, and motivating others to deliver service excellence.
• Strong Communicator - clear and confident engagement with guests and teams across multiple channels.
• Calm & Collected - thrives in a fast-paced environment and stays composed under pressure.
• Organised & Detail-Oriented - manages time and responsibilities efficiently and maintains high standards.
• Adaptable - open to varied responsibilities and adjusting to new priorities to meet guest needs.

Company and Values

At Cairn Group, we believe work should be rewarding, exciting, and full of opportunities to learn and develop. Cairn Group is a leading UK hospitality company with over 60 years of expertise in hotel acquisition, ownership, management, investment, and development. Our journey has been shaped by successful partnerships with global brands and a commitment to creating thriving, guest-focused properties. Our values—Respect, Integrity, Sustainability, and Excellence (RISE)—are at the heart of everything we do. We respect our team and guests, act with integrity, and invest in our people to build a sustainable future for our business, communities, and the planet. Every day, we work to deliver excellence and go the extra mile to create outstanding experiences for our guests.

Benefits and Perks

• Service Excellence Bonus: Service charge tips and gratuities add a well-earned boost to your pay check.
• Get Paid in Real-Time with Wagestream: Track your pay live, access funds when needed, and receive expert financial tips in real-time.
• Stay, Relax and Recharge: Discounted stays across our venues.
• Delicious Discounts: 50% off food and drinks across our hotels, bars and restaurants.
• Spa Discounts: Exclusive wellness offers at our spas and leisure clubs.
• Retail, Cinema & Fun Discounts: Exclusive access to savings on shopping, cinemas, and activities.
• Rise with Us: Apprenticeships and leadership programs to help you grow your career.
• Superstar Awards: Monthly recognition for team members who showcase our values and deliver hospitality at its best.
• Long-Service Awards: Milestone rewards with extra annual leave after one year of service.
• Recommend a Friend: Earn a bonus when they join the team.
• 24/7 Support: Confidential Employee Assistance Programme available anytime, anywhere.
• Pension Scheme: Plans for long-term security.
• Year-Round Incentives: Fun incentives, challenges, and surprise perks throughout the year.
• Bereavement Leave: Time and support to be with loved ones during tough times.