Multiskilled Guest Service Leader — Path to Operations

Crowne Plaza Liverpool John Lennon Airport; Liverpool; On-site; GBP 38,000 - 42,000; Full time

Job summary

Kew Green Hotels is seeking a proactive Guest Service Manager in Liverpool to lead a multiskilled team across Front Office, F&B and Meetings & Events. You will shape guest experiences, receive training to lead confidently, and work under the Hotel Manager to maintain service standards.

You will guide guest interactions, monitor KPIs, and foster collaboration with other departments to ensure seamless operations and memorable stays.

Qualifications

• Experience in a senior guest service role (e.g. Front Office/Supervisor, M&E/FO/M&E Manager).
• Strong understanding of hotel guest service KPIs including guest satisfaction and loyalty.
• Proven leadership and communication skills with ability to mentor teams.

Responsibilities

• Lead, coach, and inspire a multiskilled Guest Service team across Front Office, F&B, and Meetings & Events.
• Drive service excellence across every guest interaction, from check-in to dining.
• Handle guest feedback and resolve issues quickly to turn challenges into positives.
• Ensure compliance with safety, security, and operational standards.
• Monitor performance against KPIs, driving sales opportunities while managing costs.
• Take accountability for guest service KPIs as set by the Hotel Manager.
• Collaborate with other hotel departments to deliver seamless guest experiences.

Skills

Leadership

Guest service

KPIs

Communication

Cross-functional

Job description

Kew Green Hotels is seeking a proactive Guest Service Manager in Liverpool to lead a multiskilled team across Front Office, F&B and Meetings & Events. You will shape guest experiences, receive training to lead confidently, and work under the Hotel Manager to maintain service standards.

You will guide guest interactions, monitor KPIs, and foster collaboration with other departments to ensure seamless operations and memorable stays.