Guest Services Manager

Kew Green Group; Chester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading hotel management company in Chester is looking for a Guest Service Manager to inspire and lead a multiskilled team. The successful candidate will have experience in senior guest service roles and a strong understanding of hotel KPIs. Responsibilities include driving service excellence across all guest interactions and managing performance against set targets. The role promises personal development and includes benefits such as discounted hotel stays and access to leisure facilities.

Benefits

Discounted hotel stays

Attractive discounts on retailers and events

Unlimited access to Leisure Clubs

Personal and career development

Employee Assistance programme access

Qualifications

• Experience in managing a multiskilled guest service team.
• Proven track record in driving service excellence and handling guest feedback.
• Eagerness to develop skills across all areas of hotel operations.

Responsibilities

• Lead and inspire a team across Front Office, Food & Beverage, and Meetings & Events.
• Drive service excellence and handle guest feedback effectively.
• Monitor performance against KPIs and manage resources efficiently.

Skills

Strong leadership and communication skills

Understanding of hotel guest service KPIs

Experience in a senior guest service role

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, F&B or Meetings & Events, 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, 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. 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.