Guest Service Manager

Holiday Inn Express Shrewsbury; Shrewsbury (MA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Career development

Discounts on hotel stays

Gym and pool access

Wellbeing support

Job summary

Holiday Inn Express Shrewsbury is seeking a seasoned Guest Service Manager to lead a multiskilled front office and food & beverage team. You’ll support guests at check-in, oversee service standards, and ensure food production aligns with safety, quality and specifications across all menu items.

You’ll train and coach colleagues, manage stock and waste, monitor KPIs, and take ownership of guest interactions to deliver consistent, friendly experiences.

Qualifications

• Experience in a senior or supervisory guest service, food and beverage or kitchen role.
• A good understanding of food safety, food hygiene and cleanliness standards.
• Experience training and holding team members accountable for consistent operational standards.
• Confidence managing food stock, ordering and waste.
• Strong leadership and communication skills; able to have tough conversations when needed.
• A hands-on approach and willingness to support across all areas of the Guest Service operation.
• Motivation to broaden operational experience and take the next step towards an Operations or Hotel Manager role.

Responsibilities

• Lead, coach and inspire a multiskilled Guest Service team across Front Office and Food & Beverage.
• Take ownership of food production standards, food safety, food hygiene and cleanliness.
• Train and support every team member to prepare and present all menu items safely and to specification.
• Hold the team accountable for consistently following food hygiene procedures and maintaining excellent standards.
• Complete food stock takes and place orders based on business forecasts.
• Monitor stock usage and waste, taking action to control costs and improve performance.
• 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, identifying sales opportunities while managing costs and resources effectively.
• Partner with the wider hotel team to keep operations running smoothly and deliver seamless guest experiences.

Skills

Senior supervisory experience

Leadership and motivation

Communication skills

Hands-on hospitality leadership

Safety and hygiene knowledge

Training and accountability

Job description

As Guest Service Manager, you’ll inspire a multiskilled team delivering across all guest-facing areas of the hotel. Alongside supporting guests at check-in, serving food and drink and keeping the hotel running smoothly, you’ll take specific responsibility for food production standards.

This isn’t a chef role. As a select-service hotel, our Guest Service team prepares and serves our simple Holiday Inn Express menu. You’ll make sure every team member has the training, confidence and accountability to prepare each item safely, consistently and to specification.

This role reports directly to the Hotel Manager.

What you’ll do

• Lead, coach and inspire a multiskilled Guest Service team across Front Office and Food & Beverage.
• Take ownership of food production standards, food safety, food hygiene and cleanliness.
• Train and support every team member to prepare and present all menu items safely and to specification.
• Hold the team accountable for consistently following food hygiene procedures and maintaining excellent standards.
• Complete food stock takes and place orders based on business forecasts.
• Monitor stock usage and waste, taking action to control costs and improve performance.
• 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, identifying sales opportunities while managing costs and resources effectively.
• Partner with the wider hotel team to keep operations running smoothly and deliver seamless guest experiences.

What follows are details for shortlisted candidates. If you’d like to learn more before applying, please contact our resourcing team at [e-mail].

What we’re looking for

• Experience in a senior or supervisory guest service, food and beverage or kitchen role.
• A good understanding of food safety, food hygiene and cleanliness standards.
• Experience training and holding team members accountable for consistent operational standards.
• Confidence managing food stock, ordering and waste.
• Strong leadership and communication skills. You inspire and motivate but aren’t afraid to have tough conversations when needed.
• A hands-on approach and willingness to support across all areas of the Guest Service operation.
• Motivation to broaden your operational experience and take the next step towards an Operations or Hotel Manager role.

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.

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.