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- Tasks: Lead and inspire a diverse team to deliver exceptional guest experiences.
- Company: Join Kew Green Hotels, a leader in hospitality with a focus on inclusivity.
- Benefits: Enjoy discounted stays, food perks, gym access, and career development opportunities.
- Other info: Inclusive workplace with support for all applicants during the recruitment process.
- Why this job: Shape the future of guest services while advancing your career in hotel management.
- Qualifications: Experience in senior guest service roles and strong leadership skills required.
The predicted salary is between 30000 - 40000 £ per year.
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.
What we’re looking for
- Experience in a senior guest service role (e.g., 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
- 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.
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 - we’re here to support you.
Guest Services Manager employer: Holiday Inn Ashford Central
Contact Detail:
Holiday Inn Ashford Central Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Guest Services Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to guest service excellence. Think about how you’ve handled tough situations in the past and be ready to share those stories. We want to see your leadership skills shine!
✨Tip Number 3
Showcase your passion for guest service! When you get the chance to chat with potential employers, make sure to express your enthusiasm for creating memorable experiences for guests. It’s all about that positive vibe!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take the initiative to connect directly with us.
We think you need these skills to ace Guest Services Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for guest services shine through! We want to see how much you care about creating amazing experiences for guests, so share any relevant stories or examples that highlight your passion.
Tailor Your CV: Make sure your CV is tailored to the Guest Services Manager role. Highlight your experience in Front Office, F&B, or Meetings & Events, and don’t forget to mention any leadership roles you've had. We love seeing how your background aligns with what we’re looking for!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the good stuff without unnecessary fluff!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we stand for!
How to prepare for a job interview at Holiday Inn Ashford Central
✨Know Your Guest Service KPIs
Familiarise yourself with key performance indicators related to guest satisfaction, loyalty recognition, and problem handling. Be ready to discuss how you've successfully managed these in your previous roles, as this will show your understanding of what drives success in guest services.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills. Think about times when you inspired your team or handled tough conversations effectively. This role requires strong communication, so demonstrating your ability to motivate and guide a multiskilled team will be crucial.
✨Emphasise Problem-Solving Skills
Be ready to share specific instances where you turned guest challenges into positive outcomes. This could involve resolving complaints or improving service delivery. Showing that you can handle feedback and adapt quickly will set you apart from other candidates.
✨Research the Company Culture
Understand Kew Green Hotels' commitment to inclusivity and employee development. During the interview, express how your values align with theirs and how you can contribute to creating a thriving workplace. This shows you're not just looking for a job, but a place where you can grow and make an impact.