Multiskilled Guest Service Leader

Kew Green Hotels; Horley; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Career development through apprentices

Staff discounts on hotel stays

Gym and leisure facilities access

Wellbeing and legal support access

Job summary

Kew Green Hotels is seeking a Senior Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You’ll drive service excellence, guide guest interactions from check-in to dining, and work with other departments to ensure seamless operations.

You’ll receive full training to develop leadership skills and prepare for future steps toward hotel management. You’ll report to the General Manager, monitor KPIs, coach staff, manage costs, and handle guest feedback.

Qualifications

• Experience in a senior guest service role (e.g. Guest Service Manager, Ops Manager, Front Office Manager, F&B Manager, M&E Manager).
• Strong understanding of hotel guest service KPIs including guest satisfaction and loyalty.
• Strong leadership and communication skills, with the ability to motivate and have tough conversations when needed.
• Willingness to grow across all hotel operations beyond current area of expertise.

Responsibilities

• 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 effectively 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.

Skills

Multiskilled leadership

Guest service excellence

Communication skills

Job description

Kew Green Hotels is seeking a Senior Guest Service Manager to lead a multiskilled team across Front Office, F&B, and Meetings & Events. You’ll drive service excellence, guide guest interactions from check-in to dining, and work with other departments to ensure seamless operations.

You’ll receive full training to develop leadership skills and prepare for future steps toward hotel management. You’ll report to the General Manager, monitor KPIs, coach staff, manage costs, and handle guest feedback.