Senior Guest Services Manager

Hotel Indigo; Glasgow; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus scheme

Heeton Rewards platform

Career development opportunities

Discounted employee accommodation

Job summary

Heeton UK is seeking a Senior Guest Services Manager to oversee Front Office and Food & Beverage operations, driving guest satisfaction and commercial performance. You will lead by example, ensuring policy, brand standards, and budgets are maintained while supporting team development and operational excellence.

You will recruit, coach, and motivate teams, monitor labour costs, and collaborate with other departments to optimize service delivery in a fast-paced hotel environment.

Qualifications

• Experience managing Front Office and F&B operations in a four‑star hotel or similar hospitality setting.
• Experience using HotelKey PMS or a comparable hotel property management system.
• Strong knowledge of food safety, licensing regulations, and operational standards.
• Proven ability to lead, motivate, and develop high‑performing teams.

Responsibilities

• Manage all Front Office and Food & Beverage operations, ensuring exceptional guest experiences and compliance with standards.
• Maintain high guest satisfaction through proactive service and effective resolution of enquiries and complaints.
• Recruit, train, develop, coach, and motivate Front Office and Food & Beverage teams.

Skills

Management experience

Front Office management

F&B operations

Budget & payroll

Revenue growth

Leadership

Communication

Job description

Overview

As a Senior Guest Services Manager, you will be responsible for overseeing the day-to-day operations of both the Front Office and Food & Beverage departments, ensuring exceptional guest experiences while driving commercial performance and operational excellence.

You will lead by example, providing visible leadership and support across the hotel while maintaining the highest standards of guest service, team engagement, brand compliance, and financial performance. This role requires a hands-on and adaptable individual who can effectively communicate, motivate teams, analyse business performance, and make sound commercial decisions in a fast-paced environment.

You will also be responsible for recruiting, developing, and supporting team members while ensuring all operations are delivered in line with company policies, brand standards, and budgetary requirements.

Key Responsibilities

The Senior Guest Services Manager will be responsible for, but not limited to, the following:

• Manage all Front Office and Food & Beverage operations, ensuring delivery of exceptional guest experiences and compliance with IHG and Heeton standards.
• Maintain consistently high levels of guest satisfaction through proactive service delivery and effective resolution of guest enquiries and complaints.
• Ensure compliance with all brand, quality assurance, food safety, licensing, and operational standards.
• Recruit, train, develop, coach, and motivate Front Office and Food & Beverage team members.
• Monitor team performance, appearance, conduct, and service delivery, promoting a culture of excellence, accountability, and teamwork.
• Ensure team members maintain up-to-date knowledge of hotel products, services, promotions, pricing, policies, and local area information.
• Build and maintain positive working relationships with all hotel departments to support operational efficiency and guest satisfaction.
• Monitor staffing levels, rotas, and labour costs to ensure alignment with business demands and payroll budgets.
• Demonstrate flexibility by providing operational support across multiple areas of the hotel as required.
• Respond promptly and professionally to guest feedback, enquiries, and service recovery situations.
• Manage departmental expenditure in line with approved budgets, including payroll, food costs, beverage costs, and stock control.
• Establish departmental objectives, work schedules, budgets, procedures, and service standards.
• Support the development and implementation of food and beverage offerings alongside the wider Food & Beverage team.
• Manage performance, conduct, capability, and attendance matters in line with company policies and procedures.
• Ensure compliance with all hotel security procedures, fire safety regulations, health and safety legislation, and company policies.
• Promote and support company initiatives, policies, and operational objectives.
• Maintain a safe, secure, and welcoming environment for guests, visitors, contractors, and team members.
• Contribute to business growth by identifying opportunities to increase revenue, improve guest satisfaction scores, and enhance operational efficiency.
• Undertake any other duties reasonably required by the business and commensurate with the level of the role.

Important Notice

This job description is not intended to be an exhaustive list of duties and responsibilities. Additional responsibilities may be assigned by management as required to meet the needs of the business.

What We Are Looking For

Essential Skills & Experience

• Previous management experience within a Food & Beverage environment in a four-star hotel or similar hospitality setting.
• Previous management experience within a Front Office operation.
• Experience using HotelKey PMS or a comparable hotel property management system.
• Strong working knowledge of food and beverage operations, food safety requirements, and licensing regulations.
• Demonstrable experience in leading, motivating, and developing high-performing teams.
• Experience managing departmental budgets, payroll costs, stock control, and profit and loss performance.
• Strong commercial awareness with a proven ability to drive revenue growth and profitability.
• Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Exceptional guest service skills and a passion for delivering memorable experiences.
• Ability to remain calm, professional, and solutions focused when dealing with challenging situations.
• Strong communication, interpersonal, and relationship-building skills.
• Accountable, resilient, and results driven.
• Flexibility to work a variety of shifts, including evenings, weekends, bank holidays, and occasional night shifts.
• High standards of personal presentation and professionalism.

Desirable Skills & Experience

• Experience working within an IHG-branded property.
• Formal hospitality management qualification.
• Experience driving guest satisfaction metrics and online reputation performance.

What We Offer

At Heeton UK, we are committed to creating a workplace that is as rewarding as the experience we deliver to our guests. In return for your commitment, we offer:

• Competitive salary.
• Annual bonus scheme for all team members.
• Exclusive access to the Heeton Rewards recognition and benefits platform.
• Excellent career development opportunities within one of the UK's fastest-growing hotel management companies.
• Discounted employee accommodation rates across our hotel portfolio.
• Retention bonus upon successful completion of 4 months service.
• Enhanced annual leave entitlement based on length of service, increasing by up to five additional days.
• Ongoing learning and development opportunities.
• Employee wellbeing support initiatives.

Diversity & Inclusion

At Heeton UK, we are committed to building a workplace for the future. We believe in equal opportunities, celebrate diversity, and foster an inclusive environment where everyone can thrive and be their authentic selves.

We recognise that diversity and inclusion is an ongoing journey and actively encourage applications from individuals from underrepresented groups and backgrounds.

Right to Work

In accordance with the Immigration, Asylum and Nationality Act 2006, all applicants must have the legal right to live and work in the UK. Successful candidates will be required to provide evidence of their eligibility to work in the UK as part of the recruitment process.