Multiskilled Guest Service Leader | Drive Excellence & Growth

Kew Green Hotels; Liverpool; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Career development program

Discounts on hotel stays

Gym and leisure facilities

Wellbeing and legal support

Job summary

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 in every guest interaction, handle feedback, and ensure operational standards are met while aligning with the Hotel Manager's KPIs.

The role offers leadership development and the chance to grow into operations or hotel management, with training provided to broaden cross-department skills.

Qualifications

• 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. You inspire and motivate, but aren’t afraid of tough conversations when needed.
• Keen to grow beyond your current area of expertise and develop skills across all areas of hotel operations.

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

Leadership

Guest service

KPIs

Team coaching

Job description

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 in every guest interaction, handle feedback, and ensure operational standards are met while aligning with the Hotel Manager's KPIs.

The role offers leadership development and the chance to grow into operations or hotel management, with training provided to broaden cross-department skills.