Senior Guest Service Manager

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

As Senior Guest Service Manager, you’ll inspire a multiskilled team delivering across all guest-facing areas. While your background may be focused towards Front Office, F&B or Meetings & Events, your leadership will shape the whole Guest Service function, and you will receive full training to lead confidently across all front facing areas, giving you the experience you need to take the next step towards a Hotel Manager role.

This role reports directly to the General Manager.

What you’ll do

• 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.

What we’re looking for

• Experience in a senior guest service role (eg. Guest Service Manager, Ops Manager, Front Office Manager, F&B Manager, M&E 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.

What's in it for you

Our rewards package includes:

• Career development through fully funded apprenticeships and our internal development programme.
• Discounts on hotel stays and a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• 24/7 access to wellbeing, financial, and legal support.

Next steps

If you’re shortlisted, we’ll give you a quick call to learn more about you and answer your questions. Candidates who progress will then be invited to meet the Hotel Manager for an in-person interview.

At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail] - we’re here to support you.

Who are Kew Green Hotels?

Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.

Learn more about who we are and what drives us at www.kewgreenhotels.com.