Service Manager Front office & Food & Beverage

Aimbridge EMEA; Lower Blandford St Mary; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Industry leading training

Staff discounts portfolio wide

Stream pay & savings

Employee assistance program

Uncapped incentives

Flexible working opportunities

Staff meals on duty

Gym access

Career and lifestyle breaks

Free staff parking

Job summary

Aimbridge Hospitality EMEA is seeking a Guest Services Manager for Holiday Inn Bournemouth. You will lead the guest services team, oversee the front desk, manage reservations, and ensure exceptional service across stays.

Responsibilities include budgeting for the department, recruiting and training staff, and developing guest service policies. You will foster positive guest relations and uphold the brand’s reputation for true hospitality.

Qualifications

• Experience in managing a hotel front office or similar role.
• Strong communication and interpersonal skills for staff and guests.
• Ability to recruit, manage, and motivate staff and monitor performance.
• Good understanding of hotel software systems (PMS, booking engines, CRM).

Responsibilities

• Oversee front desk operations and reservations management.
• Handle guest complaints and maintain service quality across stays.
• Ensure cleanliness and maintenance of guest rooms and common areas.
• Manage department budget, hiring and training, and policy development.
• Maintain positive guest relationships and uphold brand reputation.

Skills

Front office management

Communication

Leadership

Hotel software

Tools

PMS

Booking engines

CRM tools

Job description

As Guest Services Manager you'll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You'll be responsible for managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld.

• You'll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• As Guest Services Manager, you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We're looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You'll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We're passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our "people first" approach to business, the Aimbridge experience is like no other., At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone 'A Place to Grow'

Holiday Inn Bournemouth 22 Bath Rd, Bournemouth, Dorset, BH1 2NS, As the largest hotel brand in the world, Holiday Inn believe in the joy of travel for all, with one simple goal: to make all our guests smile. As part of the IHG family, we are committed to delivering True Hospitality to all. This hotel is managed by Interstate Hotels; the Global third-party management company of choice that operates over 450 franchised and independent hotels globally, working in partnership with the biggest brands in hospitality.

As part of the Aimbridge team, you will have access to industry leading benefits that include:

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide - Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contributions
• Flexible working opportunities
• Staff meals on duty
• Access to hotel gym facilities
• Career and lifestyle breaks - Allowing you to take time off for key life events.
• Free staff parking