At a Glance
- Tasks: Lead a dynamic team to deliver exceptional guest experiences and ensure smooth hotel operations.
- Company: Join RBH, a top-rated hospitality employer that values diversity and employee wellbeing.
- Benefits: Enjoy discounted stays, flexible hours, wellness events, and generous leave policies.
- Other info: Work in a central London hotel with easy access to iconic attractions.
- Why this job: Make a real impact in hospitality while developing your leadership skills in a vibrant environment.
- Qualifications: Previous management experience in hospitality and a passion for customer service.
The predicted salary is between 24750 - 30250 £ per year.
JOIN US
At RBH we believe our people are our biggest assets and understand the value in putting them first.
Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality!
We are passionate about the industry and always on the lookout for new talent to join us on our journey...
OUR HOTEL
A central London hotel near Southwark Tube station with free Wi Fi and free breakfast.
Holiday Inn Express® London - Southwark hotel is based in central London, near the Tate Modern.
To the hotel is a quick walk from Southwark and Blackfriars Tube stations for easy access around the capital, and the Southwark Tube station gets you to London City Airport in less than half an hour.
Within easy reach, the expansive Borough Market offers artisan treats, produce and specialty products, while a 30-minute walk along the River Thames takes you to the iconic Big Ben and Westminster Abbey.
Or hop on the Tube to be there in 10 minutes.
Business guests are within a 20-minute walk of The Shard and the London Stock Exchange.
- OUR BENEFITS
- 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
- An additional day's leave for your birthday
- Enhanced Maternity, adoption & shared parental leave
- Course Sponsorship
- 30% F&B discount at RBH hotels
- Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
- Flexible working arrangements
- Wagestream - choose how and when you get paid
- Life Insurance
- Employee Assistance Programme
- Social and wellness events and activities all year round
- Free meals on duty saving you over £1000 per year
And much much more!
A DAY IN THE LIFE OF A GUEST SERVICE MANAGER AT OUR HOTEL
What you'll be doing...
- Ensure seamless check-in/check-out procedures and deliver outstanding service. Promptly address guest needs and resolve concerns to build loyalty and enhance satisfaction.
- Train and mentor, the guest service team, Foster a positive, empowered, and collaborative work culture with regular coaching and performance support.
- Oversee the guest service team on duty, including room assignments, system opening/closing, accurate billing, and maintaining guest records.
Ensure processes are efficient, professional, and aligned with IHG - Holiday Inn Express and brand standards.
Ensure all relevant paperwork is completed in line with financial standards.
- Strong organisation skills, consensus building skills, effective conflict management skills and affective change management skills
- Act as a brand ambassador by embodying the HIEX style, promote IHG One Reward membership and engage guests with a personalized, energetic approach.
- Act as the hotel’s primary point of contact for guest complaints and escalations on duty.
Lead Duty Manager shifts and coordinate with Housekeeping, Maintenance, and Breakfast Team to ensure smooth cross-departmental operations.
- Motivate the Guest Service Assistans to meet upselling targets by offering room upgrades and additional services.
- Ensure front desk operations meet safety protocols, lead emergency procedures when required, and uphold a secure environment for guests and staff.
- Support on day-to-day shift activities, including breakfast setup.
- Guide and support team members through coaching and on-the-job training, ensuring high service standards and professional development.
- Proactively respond to guest feedback and handle any issues with confidence, ensuring every experience is memorable for the right reasons.
- Manage inventory and stock levels across F&B outlets.
- Maintain cleanliness and safety standards throughout all service areas in line with health, safety, and IHG brand compliance.
- Ensure health & safety standards are strictly followed.
- Monitor guest feedback and make improvements to enhance the offering.
- Manage daily tasks like calls, emails, and reservations with efficiency, staying cool under pressure.
- Go the extra mile for special requests, adding that extra touch to make guests’ stays memorable.
- WHAT WE NEED FROM YOU
- Experience in a manager role preferably in hospitality. Willing to work a 6 month fixed contract.
- A welcoming personality who loves connecting with people and making their day brighter.
- Strong communication skills, comfortable chatting with guests and coordinating with team members.
- Sharp attention to detail, especially when it comes to handling guest needs and reservations.
- A problem-solver who can think on their feet, handling any situation with a positive attitude.
- Team spirit, ready to jump in wherever needed to keep things flowing smoothly.
- High energy and adaptability, thriving in a fast-paced environment where no two days are the same.
- 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 process you require reasonable adjustments, please contact.
Compensation: Competitive salary
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Guest Service Manager employer: Holiday Inn Express Southwark
At RBH, we prioritise our people, fostering a vibrant work culture that celebrates diversity and individuality. As a Food & Beverage Team Member, you'll enjoy a range of benefits including discounted hotel rates, flexible working arrangements, and opportunities for personal growth through course sponsorship. Join us in a supportive environment where your contributions are valued, and experience the joy of creating memorable guest experiences in one of the Top 30 Best Places to Work in Hospitality.
Contact Details:
Holiday Inn Express Southwark Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Manager
✨Get Your Foot in the Door with Walk-Ins
In the hospitality and food service game, a personal touch goes a long way. Instead of waiting for listings, why not walk into local restaurants, cafes, or hotels? Bring your best smile and a CV, and show them that you're eager to join their team right on the spot!
✨Tap into Seasonal Hiring Trends
With temporary roles often popping up during busy seasons, like summer or festive times, keep an eye out for openings as these businesses ramp up. Joining local community groups on social media can also help you stay ahead of the game: think pop-up events, seasonal fairs, or any openings in your area!
✨Utilise Your Network in the Industry
We all know people in the hospitality world, right? Now's the time to message those friends or acquaintances who might already be working in restaurants or bars. They could give you the insider scoop on who’s hiring or even put in a good word for you – it’s all about that inside connection!
✨Apply Through Us for Quick Visibility
Don't forget you can apply for temporary roles directly through our website! It’s not just about the big chain restaurants; many smaller, local places look there for quick hires. Plus, it helps us get you on the radar of employers looking for passionate workers like you, so what are you waiting for?
We think you need these skills to ace Guest Service Manager
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality-food-service game, your ability to connect with customers is key. Make sure to highlight any relevant experience in your CV, like working in cafes or restaurants, and emphasise your skills in teamwork and communication. Don't forget to mention any customer service training or certifications you've got under your belt!
Flexibility is Your Best Friend:Since this is a temporary role, you'll want to showcase your flexibility in your application. In your cover letter, mention your availability and willingness to work various shifts, including weekends or holidays. Employers love knowing they can rely on you during busy periods!
Bring Your Personality to the Front:In hospitality, it's not just about what you can do; it's about who you are! Let your personality shine through in your cover letter. A warm, engaging tone can really make your application stand out and show your potential to create a welcoming atmosphere for customers.
Include Relevant References:References can make a huge difference in the hospitality-field. Consider including a couple of references from previous employers or colleagues in your CV who can vouch for your customer service skills and ability to thrive in fast-paced environments. This adds credibility and elevates your application!
How to prepare for a job interview at Holiday Inn Express Southwark
✨Show Off Your Customer Service Skills
In the hospitality-food-service sector, it's all about the customer experience. Be ready to discuss specific examples where you've gone above and beyond for a customer or handled a difficult situation. They’ll appreciate knowing that you can keep your cool and maintain a positive attitude even when things get a bit hectic!
✨Know Your Menu Inside and Out
Whether you're applying for a temporary role as a server or in the kitchen, it’s important to familiarise yourself with the menu and any signature dishes they serve at Holiday Inn Express Southwark. During the interview, they might ask about your food and drink recommendations, so having a few tasty suggestions up your sleeve will show you're genuinely interested in contributing to the team.
✨Emphasise Your Flexibility
Temporary roles often require a bit of juggling with shifts and responsibilities. Be sure to convey your willingness to adapt and take on different roles as needed. Share instances where you’ve quickly switched tasks or taken the initiative to help out your colleagues, showing that you're a team player.
✨Dress the Part and Exude Personality
In hospitality, first impressions matter! Even for a temporary position, donning smart-casual attire can set the right tone. Plus, don't hold back on your personality – let your enthusiasm shine through, as they’re looking for someone who can mesh well with the team and create a welcoming atmosphere for guests.
