Multiskilled Guest Service Leader — Ops Track

Holiday Inn Leamington Spa; Warwick; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Apprenticeships

Discounts on stays & retailers

Gym & leisure access

Wellbeing support

Job summary

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, Food & Beverage, and Meetings & Events. You will drive exceptional service delivery and develop talent to empower confidence across all guest touchpoints.

Reporting to the Hotel Manager, you will monitor KPIs, manage costs, and collaborate with other departments to ensure smooth operations and memorable guest experiences.

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

Communication

Job description

Kew Green Hotels is seeking a Guest Service Manager to lead a multiskilled team across Front Office, Food & Beverage, and Meetings & Events. You will drive exceptional service delivery and develop talent to empower confidence across all guest touchpoints.

Reporting to the Hotel Manager, you will monitor KPIs, manage costs, and collaborate with other departments to ensure smooth operations and memorable guest experiences.