At a Glance
- Tasks: Lead guest services, resolve complaints, and ensure top-notch customer satisfaction.
- Company: Dynamic hotel group in North London with a focus on excellent service.
- Benefits: Earn £13.50 per hour, enjoy career growth, and receive ongoing training.
- Other info: Opportunity to develop your career in a thriving hospitality environment.
- Why this job: Join a supportive team and make a real difference in guest experiences.
- Qualifications: Strong communication skills and a background in customer service are essential.
The predicted salary is between 13.5 - 13.5 £ per hour.
About the Role
We are seeking a proactive and customer‑focused Guest Service Manager to join our team in North London.
This is a hands‑on operational role responsible for delivering excellent guest service, managing guest communications, resolving complaints, supporting hotel operations, and ensuring all guest enquiries are handled professionally and efficiently.
The successful candidate will be a strong communicator, confident problem‑solver, and capable of leading by example while maintaining high service standards.
Key Responsibilities
- Guest Relations & Customer Service
- Respond promptly and professionally to guest enquiries, requests, and complaints via phone, email, online review platforms, and messaging systems.
- Contact guests directly to resolve issues and improve guest satisfaction.
- Handle escalated complaints and ensure appropriate resolutions are achieved.
- Maintain high standards of customer service at all times.
- Reservations & PMS Administration
- Manage bookings, amendments, cancellations, and guest requests.
- Check and review all reservations to ensure accuracy, rate codes, room types, and payment details are correct.
- Review group status to monitor pick‑up against contracted blocks, identify any shortfalls, and ensure rooming lists and billing arrangements are up to date.
- Carry out a daily arrivals check to ensure all arriving guests are expected, rooms are allocated, and any outstanding information is resolved prior to arrival.
- Review and action all special requests to ensure they are communicated to the relevant departments and fulfilled ahead of guest arrival.
- Process no‑shows, cancellations, refunds, and charges in accordance with company policies.
- Ensure guest information is accurately maintained within the Property Management System (PMS).
- Support revenue optimisation through correct reservation management.
- Back Office Operations
- Monitor and respond to guest correspondence and operational emails.
- Prepare daily reports and provide updates to management.
- Maintain accurate records of complaints, incidents, and guest feedback.
- Assist with administrative and operational tasks as required.
- Team Leadership
- Lead by example and demonstrate professional behaviour at all times.
- Support and assist colleagues to ensure smooth hotel operations.
- Promote a positive and service‑focused working environment.
- Escalate operational concerns to senior management when required.
- Reporting & Communication
- Provide clear handovers and operational updates to management.
- Identify recurring guest issues and recommend improvements.
- Produce accurate reports on guest satisfaction, complaints, and service performance.
Skills & Experience Required
- Excellent verbal and written communication skills.
- Strong customer service background, preferably within hospitality.
- Proven ability to resolve complaints and difficult situations professionally.
- Strong problem‑solving and decision‑making skills.
- Good IT skills including Microsoft Office and email management.
- Experience using a hotel Property Management System (PMS).
- Ability to multitask and prioritise workloads effectively.
- Professional telephone manner.
- Ability to work independently and take ownership of tasks.
Desirable
- Previous hotel reception, reservations, or guest services experience.
- Knowledge of Rezlynx or similar PMS systems.
- Experience responding to online reviews and guest feedback platforms.
- Personal Attributes
- Positive and professional attitude.
- Highly organised and detail‑oriented.
- Calm under pressure.
- Reliable and dependable.
- Strong sense of accountability.
- Customer‑focused mindset.
- Willingness to go the extra mile for guests.
What We Offer
- Competitive salary of £13.50 per hour.
- Career development opportunities within a growing hospitality group.
- Supportive team environment.
- Ongoing training and development.
- Job ID: PI
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Manager (PM Shift) in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like AG HOTELS GROUP. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to AG HOTELS GROUP
Don't be shy about reaching out to AG HOTELS GROUP directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Service Manager (PM Shift) in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about AG HOTELS GROUP and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at AG HOTELS GROUP
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
