Guest Services Manager

Kew Green Group; Clifton; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading hotel management company in England is seeking a passionate Guest Service Manager to lead a multiskilled team across various guest-facing areas. The role requires a strong background in senior guest service roles, emphasizing leadership and operational excellence. Ideal candidates should possess key skills in guest service KPIs and demonstrate an ability to resolve guest issues effectively. This position offers comprehensive training and career development opportunities in a supportive environment.

Benefits

Discounted hotel stays

Free access to Leisure Clubs

Attractive discounts across retailers

Qualifications

• Previous experience in a Front Office Manager/Supervisor or Duty Manager role.
• Management level experience in Front Office or reception.
• Ability to inspire and motivate a team.

Responsibilities

• Lead and coach a multiskilled Guest Service team across various departments.
• Drive service excellence from check-in to dining.
• Handle guest feedback and resolve issues promptly.
• Ensure compliance with safety and operational standards.

Skills

Experience in a senior guest service role

Strong leadership and communication skills

Strong understanding of hotel guest service KPIs

Job description

As Guest Service Manager, you’ll inspire a multiskilled team delivering across all guest-facing areas. While your background may be focused towards Front Office or reception 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 an Operations or Hotel Manager role.

This role reports directly to the Hotel 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.

Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at [e-mail].

What we’re looking for

• Experience in a senior guest service role (eg. Front Office Manager/Supervisor, or Duty Manager).
• Front office/reception experience at management level.
• 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.

Benefits

Our rewards package includes:

• Discounted hotel stays around the globe, with food and beverage discounts.
• Attractive discounts across many major retailers, restaurants, and events.
• FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms).
• Personal and career development
• Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.

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.

We review applications as they come in, so apply early to avoid missing out. We may close the role once we’ve found the right person.

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