Guest Service Manager

Located in the heart of East London, Hyatt Place London City East is a contemporary lifestyle hotel featuring 280 stylish guest rooms and suites, modern meeting and event facilities, and one of the capital's most exciting rooftop destinations, PocketSquare Skyline Bar & Terrace. Perfectly positioned between the City of London, Shoreditch, and Brick Lane, the hotel attracts a diverse mix of business and leisure travellers from across the globe. As part of the world-renowned Hyatt brand and managed by RBH Hospitality Management, we are committed to delivering exceptional guest experiences whilst creating an environment where our people can thrive and grow.

As Guest Service Manager, you will be responsible for supporting the day-to-day operation of the Front Office department, ensuring that every guest receives a seamless, personalised and memorable experience. You will lead by example, supporting the Front Office Manager in delivering exceptional service standards, driving guest satisfaction, developing colleagues and maintaining operational excellence throughout the guest journey. This is a fantastic opportunity for an experienced Front Office Supervisor, Duty Manager or Guest Services professional looking to take the next step in their hospitality career.

A DAY IN THE LIFE OF A GUEST SERVICE MANAGER

• Delivering Exceptional Guest Experiences
  • Lead the Front Office team to deliver outstanding guest service at every touchpoint.
  • Ensure check-in and check-out procedures are delivered efficiently and in line with brand standards.
  • Personally engage with guests to create memorable and personalised experiences.
  • Ensure VIP and returning guests receive appropriate recognition and tailored service throughout their stay.
  • Review daily arrivals and ensure all guest preferences, requests, and amenities are organised and delivered.
  • Resolve guest feedback, concerns, and complaints professionally, ensuring positive outcomes.
• Leading and Developing the Team
  • Support, coach, and motivate front office colleagues to achieve exceptional standards.
  • Conduct daily briefings and regular team communications.
  • Deliver ongoing training and development to keep teams focused on guest service excellence.
  • Conduct regular performance conversations and provide constructive feedback.
  • Foster a culture of engagement, recognition, and continuous improvement.
  • Support recruitment, onboarding, and colleague development initiatives.
• Driving Operational Excellence
  • Ensure all Front Office procedures, systems, and cash handling processes are completed accurately and in line with company policies.
  • Work closely with the Front Office Manager to optimise room allocations and maximise guest satisfaction.
  • Monitor guest feedback and identify opportunities for service improvement.
  • Ensure all brand standards and operational procedures are consistently maintained.
  • Collaborate with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure seamless guest experiences.
• Health, Safety & Compliance
  • Maintain compliance with all hotel policies, health and safety procedures, and security standards.
  • Promote safe working practices throughout the department.
  • Ensure operational controls and hotel assets are protected at all times.
  • Support compliance with Hyatt and RBH brand standards.

THE IMPACT YOU’LL HAVE

You will be at the heart of the guest experience, ensuring every stay exceeds expectations. Your leadership, attention to detail, and passion for service will help drive guest satisfaction, colleague engagement, and the overall success of the hotel. Through your ability to motivate others and create memorable guest interactions, you will help strengthen Hyatt Place London City East's reputation as one of East London's most exciting hospitality destinations.

WHAT WE NEED FROM YOU

• Previous experience within a Front Office, Guest Services, or Duty Management role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Experience handling guest feedback and resolving issues effectively.
• Strong organisational skills with excellent attention to detail.
• A proactive and positive approach to problem-solving.
• The ability to work effectively in a fast-paced environment.
• Knowledge of hotel systems and Front Office operations.
• Flexibility to work shifts, including evenings, weekends, and holidays.

WHY YOU’LL LOVE THIS ROLE

This is the perfect opportunity for someone looking to develop their hospitality leadership career within a globally recognised brand. You’ll gain exposure to a busy city-centre operation, work with a talented team, and play a key role in creating memorable guest experiences whilst developing your leadership skills in a supportive and ambitious environment.

WHAT WE OFFER

You will have access to a benefits package we believe truly works for our people:

• Discounted hotel room rates for you and your friends & family.
• Enhanced family-friendly benefits.
• Employee Assistance Programme.
• Wagestream – choose how and when you get paid.
• Learning and development opportunities.
• Career progression opportunities across RBH's growing portfolio.
• Social and wellbeing events throughout the year.
• …and much more.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our recruitment process you require reasonable adjustments, please let us know.