Multiskilled Guest Service Lead | Front Office & F&B/Events

Holiday Inn; Runcorn; In loco; GBP 42.000 - 54.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully funded apprenticeships

Discounts on hotel stays and retailers

Gym and leisure facilities

Wellbeing, financial and legal support

Descrizione del lavoro

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive service excellence, manage guest feedback, and ensure safety and operational standards are met as you report to the Hotel Manager.

You will be empowered to grow into broader hotel operations, with training provided to lead confidently across all front-facing areas. This role emphasizes KPIs like guest satisfaction and revenue opportunities.

Competenze

• Experience in a senior guest service role (e.g. Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager).
• Strong understanding of hotel guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling.
• Strong leadership and communication skills; able to inspire, motivate, and have tough conversations when needed.
• Keen to grow beyond current area of expertise and develop skills across all hotel operations.

Mansioni

• Lead, coach, and inspire a multiskilled Guest Service team across Front Office, Food & Beverage, and Meetings & Events.
• Drive service excellence across every guest interaction, from check-in to dining.
• Handle guest feedback and resolve issues quickly, turning challenges into positive outcomes.
• Ensure compliance with safety, security, and operational standards across the hotel.
• Monitor performance against KPIs, driving sales opportunities while managing costs and resources.
• Take accountability for a guest service function and KPIs, as set out by the Hotel Manager.
• Partner with other hotel departments to keep operations running smoothly and deliver seamless guest experiences.

Conoscenze

Leadership

Communication

Guest service

KPI awareness

Cross-functional

Descrizione del lavoro

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will drive service excellence, manage guest feedback, and ensure safety and operational standards are met as you report to the Hotel Manager.

You will be empowered to grow into broader hotel operations, with training provided to lead confidently across all front-facing areas. This role emphasizes KPIs like guest satisfaction and revenue opportunities.