Guest Service Manager

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

Job summary

A leading hotel management company in Ashford is seeking a Guest Services Manager to oversee guest operations during the night. This role requires strong leadership and communication skills, as well as experience in senior guest service roles. The successful candidate will ensure that guests receive excellent service and that the team is motivated and well-supported. The position offers a rewarding benefits package including discounted hotel stays and unlimited access to leisure facilities.

Benefits

Discounted hotel stays

Attractive discounts at major retailers

Free access to Leisure Clubs

Personal and career development

Employee Assistance programme

Qualifications

• Experience in a senior guest service role like Front Office Manager or Duty Manager.
• Strong understanding of hotel guest service KPIs and satisfaction metrics.
• Ability to lead a team and manage guest relations effectively.

Responsibilities

• Lead the Guest Experience function ensuring outstanding service at night.
• Manage Night Audit procedures and ensure guest security.
• Develop relationships with guests and anticipate their needs.

Skills

Leadership

Communication

Interpersonal skills

Financial acumen

Tech-savvy

Job description

This role? It’s ALL about the guest and delivering an outstanding service for them during the night.

As a Guest Services Manager, you are responsible for managing all guest operations, guiding and supporting a team of Guest Service Assistants. Through hands-on leadership, you will ensure your team delivers an outstanding guest experience, one that consistently achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improving the guest experience.

What you’ll be doing

• To lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the night
• Offering full services, wherever practical, to all residents; including bar service, 24-hour room service and guest information
• Carrying out all Night Audit procedures
• Ensuring that every guest experiences a safe visit, conducting regular security and clock rounds
• Engage, build and develop relationships with any late arrival guests, assessing their needs and flexing style and approach appropriately
• Demonstrate and lead by example in the execution of
• Being attentive to all guests
• Accurately and promptly fulfilling guest requests
• Understanding and anticipate guest needs
• Maintaining a high level of knowledge which will enhance the guest experience
• Demonstrating a service attitude that exceeds expectations
• Take appropriate action to resolve guest complaints
• Lead, motivate and develop any Nights Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture.

What’ll make you a great fit

• You’ll need to be a night owl, given the hours you’ll be working
• Strong leadership and communication skills. You inspire and motivate, but aren’t afraid of tough conversations when needed.
• You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
• Forward-thinking and innovative
• Financially and commercially astute
• You’ll love people – and as a result, have great interpersonal and communication skills

What we’re looking for

• Experience in a senior guest service role (eg. Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager).
• 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.

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.