Guest Services Manager - UK

JR United Kingdom; Slough; On-site; GBP 100,000 - 125,000; Full time

Job summary

A hospitality company in Slough is seeking a Guest Services Manager to lead a team focused on operational excellence and exceptional guest experiences. This role requires a background in 4- or 5-star hotels and 2-3 years of hotelier experience. The ideal candidate should possess leadership skills and the ability to build strong relationships across teams. Multilingual abilities are a plus.

Qualifications

• Background in a 4- or 5-star hotel.
• 2-3 years of hotelier experience.

Responsibilities

• Lead in delivering an exceptional guest experience.
• Monitor key performance indicators and guest feedback.
• Manage all onboard group business while supporting the team.

Skills

Hotel Director/General Manager experience

Multilingual (Spanish, Italian, Portuguese, French, German)

Job description

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Guest Services Manager

continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

Qualifications:

• Hotel Director/Hotel General Manager background in a 4- or 5-star hotel
• 2-3 years of hotelier experience
• Additional languages (Spanish, Italian, Portuguese, French, German) are an advantage

Duties and Responsibilities:

1. Lead in delivering an exceptional guest experience, acting as an ambassador and mentoring other divisions on key standards. Maintain strong rapport with division heads from both Hotel and Marine departments.
2. Lead a team committed to delivering outstanding customer service, taking ownership of guest requests. Monitor key performance indicators, guest ratings, and comments to foster a culture of ownership within the Guest Services team.
3. Balance operational needs between Financial and Guest Services Divisions through effective communication of guest issues to enhance guest comments and ratings.
4. Manage all onboard group business, ensuring the Group Coordinator has the necessary skills, training, and support to deliver consistent service and products.
5. Assign duties to team members and evaluate their performance through honest feedback to meet high standards.
6. Maintain comprehensive knowledge of Customs and Immigration policies and procedures, ensuring compliance with all internal and external requirements related to guest immigration and clearance.