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- Tasks: Lead and inspire a dynamic team in delivering exceptional guest experiences.
- Company: Join Kew Green Hotels, a top UK hotel management company with a passion for performance.
- Benefits: Enjoy discounted stays, free gym access, and personal development opportunities.
- Other info: Inclusive workplace with support throughout the recruitment process.
- Why this job: Shape the guest service function and grow into a leadership role in hotel operations.
- 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 (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:
- 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 - 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.
Guest Services Manager in Birmingham employer: Holiday Inn Express Birmingham Star City
Contact Detail:
Holiday Inn Express Birmingham Star City Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Manager in Birmingham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Kew Green Hotels. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to guest service management. Think about your past experiences and how they relate to the role. We want you to feel confident and ready to showcase your skills!
✨Tip Number 3
Show off your leadership style! As a Guest Services Manager, you'll be inspiring a team. Be ready to discuss how you motivate others and handle tough conversations. Share specific examples that highlight your ability to drive service excellence.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared. This shows your interest and helps you determine if Kew Green Hotels is the right fit for you. Plus, it’s a great way to engage with the Hotel Manager!
We think you need these skills to ace Guest Services Manager in Birmingham
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 your passion and any relevant stories that highlight your commitment.
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 Specific About Achievements: Quantify your achievements where possible! Instead of just saying you improved guest satisfaction, tell us by how much. Numbers and specific examples help us understand the impact you've made in previous roles, which is super important for us.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands quickly. Plus, it shows us you’re serious about joining our team at Kew Green Hotels!
How to prepare for a job interview at Holiday Inn Express Birmingham Star City
✨Know Your Guest Service KPIs
Before the interview, brush up on key performance indicators related to guest service. Understand metrics like guest satisfaction and loyalty recognition, as these will be crucial in demonstrating your expertise and how you can drive service excellence.
✨Showcase Your Leadership Style
Be ready to discuss your leadership approach. Think of examples where you've inspired a team or handled tough conversations. This role requires strong communication skills, so highlight how you motivate others while maintaining accountability.
✨Prepare for Scenario Questions
Expect questions about handling guest feedback and resolving issues. Prepare specific examples of challenges you've faced in previous roles and how you turned them into positive outcomes. This will show your problem-solving skills and commitment to guest satisfaction.
✨Research Kew Green Hotels
Familiarise yourself with Kew Green Hotels and their values. Understanding their commitment to creating an inclusive workplace and their focus on guest experience will help you align your answers with their mission and demonstrate your genuine interest in the company.