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 wellbeing.
- Benefits: Enjoy flexible working, discounted stays, wellness events, and generous leave policies.
- Other info: Be part of a supportive culture with opportunities for personal and professional growth.
- 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 guest 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 .
Guest Service Manager in London 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 in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Holiday Inn Express Southwark. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Holiday Inn Express Southwark
Don't be shy about reaching out to Holiday Inn Express Southwark directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Service Manager in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Holiday Inn Express Southwark and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Holiday Inn Express Southwark
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
