At a Glance
- Tasks: Lead the guest service team to create unforgettable experiences for every visitor.
- Company: Join the vibrant Garner Elgin hotel, part of IHG Hotels & Resorts.
- Benefits: Enjoy discounted stays, food, and a pension scheme while growing your career.
- Other info: Dynamic role with opportunities for personal growth and team leadership.
- Why this job: Be a key player in shaping a hotel's reopening and enhancing guest satisfaction.
- Qualifications: Experience in hospitality management and a passion for exceptional service.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a dynamic, experienced Guest Service Manager to lead our Front Office and F&B Operations at the newly refurbished Garner Elgin hotel set to reopen in Summer 2026. This is a unique opportunity, within our 7 Hospitality Management portfolio, to play a key role in shaping guest experience from day one of reopening. You will support the successful launch of the hotel by building and motivating a high performing team, driving operational excellence, and delivering on the Garner promise of dependable comfort and relaxed hospitality.
As Guest Service Manager, you will oversee the day-to-day operation of Front Office and F&B, ensuring exceptional guest journeys across all touchpoints. From leading and developing your team to maintaining brand standards and creating a welcoming atmosphere, this is a fantastic opportunity to make a lasting impact within an exciting reopening project.
We are seeking an energetic and guest-focused Guest Service Manager to lead our guest service team and ensure outstanding service delivery across all guest touchpoints. You will play a key role in enhancing guest satisfaction, managing team performance, and maintaining the hotel’s reputation for excellence.
Key Responsibilities- Lead and manage the guest service team to deliver exceptional hospitality
- Develop and implement service standards and guest engagement strategies
- Handle complex guest issues, complaints, and feedback with professionalism and urgency
- Monitor guest satisfaction metrics and drive continuous improvement initiatives
- Coordinate with other departments to ensure seamless guest experiences
- Train, coach, and motivate guest service staff to achieve high performance
- Manage guest service budgets, resources, and operational workflows
- Oversee reservation management and front desk operations as needed
- Ensure compliance with brand standards, health & safety, and regulatory requirements
- Transparency: We share information openly so everyone can make informed decisions
- Ownership: We take responsibility for outcomes, not just tasks
- Driven: We focus on results and constantly push for improvement
- Investment in our people: We grow talent, support learning and unlock potential
Pension Scheme
Discounted Hotel Stays across our 7H Portfolio
Discounted Food and Beverage across our 7H Portfolio
Guest Experience Lead - Front Office & F&B (Reopening) in Elgin employer: Eight Acres Hotel&Leisure Club
At Garner Elgin, we pride ourselves on being an exceptional employer that values transparency, ownership, and continuous improvement. As part of the IHG Hotels & Resorts family, our team members benefit from a supportive work culture that prioritises personal growth and development, alongside competitive perks such as discounted hotel stays and food and beverage across our portfolio. Join us in shaping memorable guest experiences in a vibrant environment as we prepare for an exciting reopening in Summer 2026.
Contact Details:
Eight Acres Hotel&Leisure Club Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Lead - Front Office & F&B (Reopening) in Elgin
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who might have insights into the reopening of the Garner Elgin hotel. A friendly chat can lead to valuable referrals or even insider info about job openings.
✨Tip Number 2
Show off your personality! When you get the chance for an interview or informal meet-up, let your passion for guest service shine through. Share stories that highlight your experience and how you can contribute to creating exceptional guest journeys.
✨Tip Number 3
Stay proactive! Keep an eye on our website for updates on job openings at the Garner Elgin hotel. Applying directly through our site not only shows your enthusiasm but also gives you a better chance of being noticed by the hiring team.
✨Tip Number 4
Prepare for the unexpected! Be ready to discuss how you would handle complex guest issues or complaints during interviews. Think of examples from your past experiences that demonstrate your problem-solving skills and commitment to guest satisfaction.
We think you need these skills to ace Guest Experience Lead - Front Office & F&B (Reopening) in Elgin
Some tips for your application 🫡
Show Your Passion for Guest Experience:When writing your application, let your enthusiasm for guest service shine through. We want to see how you can bring that energy to our team and create memorable experiences for our guests right from the start.
Highlight Relevant Experience:Make sure to showcase any previous roles in hospitality or guest services. We’re looking for someone who has a track record of leading teams and enhancing guest satisfaction, so don’t hold back on those achievements!
Tailor Your Application:Take a moment to customise your application for the Guest Service Manager role. Mention specific skills and experiences that align with our values and the responsibilities outlined in the job description. It shows us you’ve done your homework!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at the newly refurbished Garner Elgin hotel!
How to prepare for a job interview at Eight Acres Hotel&Leisure Club
✨Know the Brand Inside Out
Before your interview, dive deep into Garner Hotels and IHG's values and mission. Understand what sets them apart in the hospitality industry, especially their focus on dependable comfort and relaxed hospitality. This knowledge will help you align your answers with their brand ethos.
✨Showcase Your Leadership Skills
As a Guest Service Manager, you'll need to lead a team effectively. Prepare examples of how you've motivated teams in the past, handled complex guest issues, and driven operational excellence. Be ready to discuss specific strategies you've implemented to enhance guest satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding guest complaints and feedback. Think of real-life scenarios where you turned a negative experience into a positive one. This will demonstrate your ability to handle challenges with professionalism and urgency.
✨Emphasise Continuous Improvement
Garner Hotels values driven individuals who focus on results. Be prepared to discuss how you've monitored guest satisfaction metrics in previous roles and the initiatives you've taken to improve service delivery. Highlight your commitment to ongoing learning and development for both yourself and your team.
