Guest Services Manager

Cairn Group; Birmingham; On-site; GBP 80,000 - GBP 100,000; Full time

Job summary

A leading UK hospitality company is seeking a Guest Services Manager to lead the front office team and enhance guest experiences in Birmingham. The role requires experience in hotel reception, strong leadership, and excellent communication skills. Responsibilities include overseeing guest check-ins and check-outs, ensuring outstanding service delivery, and supporting various operations. The company values integrity, sustainability, and excellence, offering a supportive environment for career development with numerous benefits.

Benefits

Service Excellence Bonus

Real-Time Pay Access

Discounted Stays

50% Food and Drink Discounts

Spa Discounts

Retail Discounts

Career Development Programs

Superstar Awards

Long-Service Awards

Refer a Friend Bonus

24/7 Employee Support

Pension Scheme

Year-Round Incentives

Bereavement Leave

Qualifications

• Experience in hotel reception or guest services at a supervisory level.
• Confident in guiding, training, and motivating others.
• Ability to engage with guests and teams clearly.
• Thrive in a fast-paced environment and composed under pressure.
• Manage time and responsibilities efficiently.

Responsibilities

• Lead the front office team and act as Duty Manager.
• Ensure the delivery of excellent service and smooth guest journeys.
• Support with reservations, sales, and events setups.

Skills

Hospitality experience

Team leadership

Strong communication

Calm under pressure

Organizational skills

Adaptability

Job description

Hospitality Starts Here – Build Your Future with Cairn Group

Are you ready to grow your career in hospitality? At Cairn Group, we believe work should be rewarding, exciting, and full of opportunities to learn and develop. Whether you're creating unforgettable guest experiences or supporting your team, you'll be part of a friendly, supportive environment where your contributions are valued. With the opportunity to learn, develop, and be recognised, Cairn a place where you can build a career, you’re proud of.

About the Role

As Guest Services Manager, you’ll be the friendly face that helps create memorable first impressions and smooth guest journeys from check-in to check-out.

You’ll lead the front office team while on shift and act as Duty Manager when required—ensuring the delivery of excellent service, smooth handovers, and rapid resolutions to any guest needs or issues.

This multi-skilled role may also include supporting with reservations, sales and revenue, food and beverage service, and helping manage conference and events setups. Every day will bring something different—what won’t change is your warm welcome and eye for detail.

About You

• Hospitality Pro – You have experience in hotel reception or guest services at a supervisory level and are known for your warm and attentive service.
• Team Leader – You’re confident guiding, training, and motivating others to deliver service excellence.
• Strong Communicator – You engage with guests and teams clearly and confidently through multiple channels.
• Calm & Collected – You thrive in a fast-paced environment and stay composed under pressure.
• Organised & Detail-Oriented – You manage your time and responsibilities efficiently and hold yourself and others to high standards.
• Adaptable – You’re open to taking on varied responsibilities and adjusting to new priorities to meet guest needs.

About Us

Cairn Group is a leading UK hospitality company with over 60 years of expertise in hotel acquisition, ownership, management, investment, and development. Our journey has been shaped by successful partnerships with global brands and a commitment to creating thriving, guest-focused properties.

At Cairn Group, our values - Respect, Integrity, Sustainability, and Excellence (RISE) - are at the heart of everything we do. We respect our team and guests, act with integrity, and invest in our people to build a sustainable future - for our business, our communities, and the planet. Every day, we work to deliver excellence, going the extra mile to create outstanding experiences for our guests.

Benefits

• Service Excellence Bonus: Your hard work pays off. Service charge tips and gratuities add a well‑earned boost to your pay check,
• Get Paid in Real‑Time with Wagestream: Take control of your earnings. Track your pay live, access funds when needed, and get expert financial tips—all in real‑time,
• Stay, Relax and Recharge: Enjoy discounted stays across our all our venues. Treat yourself or bring your friends and family along for a well‑earned break,
• Delicious Discounts: Indulge a little with 50% off food and drinks across our hotels, bars and restaurants,
• Spa Discounts: Self‑care matters! Treat yourself with exclusive wellness offers at our spas and leisure clubs,
• Retail, Cinema & Fun Discounts: Enjoy exclusive access to savings on shopping, cinemas trips and fun days out,
• Rise with Us: From apprenticeships to leadership programs, our development team is here to help you grow and reach your career goals,
• Superstar Awards: Your hard work deserves the spotlight! Each month we celebrate and reward our team members who showcase our values and bring hospitality to life,
• Long‑Service Awards: Celebrate key milestones with us, starting from just one year of service—plus enjoy extra annual leave as a thank‑you for your commitment.
• Recommend a Friend: Bring great people into the team and earn a bonus when they join!
• 24/7 Support: We’re committed to your wellbeing. Access our confidential Employee Assistance Programme anytime, anywhere.
• Pension Scheme: Plan for your future with our pension plan, designed to help you build long‑term security.
• Year‑Round Incentives: Enjoy fun incentives, exciting challenges, and surprise perks throughout the year!
• Bereavement Leave – When life gets tough, we ensure you have the time and support you need to be with your loved ones.