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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: We support your growth and well-being with comprehensive assistance programmes.
- 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 Glasgow - East Kilbride
Contact Detail:
Holiday Inn Glasgow - East Kilbride 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 job openings 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 and leadership. Think about how you've handled tough situations in the past and be ready to share those stories. We want to see your problem-solving skills shine!
✨Tip Number 3
Showcase your passion for guest service! During interviews, express your enthusiasm for creating memorable experiences for guests. Share specific examples of how you've driven service excellence in previous roles – this will set you apart from the competition.
✨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 with us directly.
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 and how your background aligns with our values.
Tailor Your CV: Make sure to customise your CV for the Guest Services Manager role. Highlight your relevant 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 you’ve inspired teams!
Be Specific About Achievements: Use concrete examples to showcase your successes in previous roles. Whether it’s improving guest satisfaction scores or leading a successful event, we want to know how you’ve made a difference. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Kew Green Hotels!
How to prepare for a job interview at Holiday Inn Glasgow - East Kilbride
✨Know Your Guest Service KPIs
Familiarise yourself with key performance indicators related to guest satisfaction, loyalty recognition, and problem handling. Being able to discuss these metrics confidently will show that you understand the core of the role and can drive service excellence.
✨Showcase Your Leadership Style
Prepare examples of how you've inspired and motivated teams in previous roles. Highlight your ability to handle tough conversations while maintaining a positive team environment. This will demonstrate your readiness to lead a multiskilled team effectively.
✨Be Ready to Handle Feedback
Think about instances where you've turned guest feedback into positive outcomes. Discussing specific examples will illustrate your problem-solving skills and commitment to guest satisfaction, which is crucial for this role.
✨Understand Hotel Operations
Brush up on your knowledge of various hotel operations beyond your current expertise. Showing a willingness to learn and grow across all areas will impress the interviewers and align with their vision for the role.