Multiskilled Guest Service Leader — Path to Hotel Management

Courtyard by Marriott London Gatwick; Horley; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Apprenticeships

Stay discounts

Gym access

Wellbeing support

Job summary

Kew Green Hotels is seeking a Senior Guest Service Manager to support our Guest Service Managers and lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will receive full training to lead confidently across front-facing areas and help develop toward a Hotel Manager role.

This role reports directly to the General Manager and involves driving KPIs, guest satisfaction, and cross-department collaboration to deliver seamless guest experiences.

Qualifications

• Experience in a senior guest service role (Operations/Guest Service Manager, Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager).
• Strong knowledge of guest service KPIs: satisfaction, loyalty, leads, beverage GP.
• Proven leadership and communication skills.
• Willing to grow across all areas of hotel operations.

Responsibilities

• Lead and inspire a multiskilled Guest Service team across Front Office, F&B, and M&E.
• Drive service excellence at every guest interaction from check-in to dining.
• Handle guest feedback and resolve issues quickly.
• Ensure compliance with safety, security, and operational standards.
• Monitor KPIs and manage costs and resources.
• Own guest service function and KPIs as set by Hotel Manager.
• Collaborate with other departments to ensure seamless guest experiences.

Skills

Multiskilled team leadership

Guest service coaching

KPIs management

Customer service excellence

Communication

Job description

Kew Green Hotels is seeking a Senior Guest Service Manager to support our Guest Service Managers and lead a multiskilled team across Front Office, F&B, and Meetings & Events. You will receive full training to lead confidently across front-facing areas and help develop toward a Hotel Manager role.

This role reports directly to the General Manager and involves driving KPIs, guest satisfaction, and cross-department collaboration to deliver seamless guest experiences.