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- Tasks: Lead and inspire a dynamic team in delivering exceptional guest service across all areas.
- Company: Join Kew Green Hotels, a leading hotel management company with a people-driven culture.
- Benefits: Enjoy discounted stays, retail discounts, free gym access, and personal development opportunities.
- Why this job: Shape guest experiences and grow your career towards Operations or Hotel Manager roles.
- Qualifications: Experience in senior guest service roles and strong leadership skills are essential.
- Other info: Inclusive workplace with support for all candidates during the recruitment process.
The predicted salary is between 28800 - 43200 £ 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? We are 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.
Reception Manager employer: Holiday Inn Leicester - Wigston
Contact Detail:
Holiday Inn Leicester - Wigston Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reception 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 Reception 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 and leadership. Think about how you’ve handled tough situations in the past and be ready to share those stories. Confidence is key!
✨Tip Number 3
Show your passion for guest service! During interviews, highlight your commitment to creating exceptional experiences for guests. Share specific examples of how you've driven service excellence in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Kew Green Hotels.
We think you need these skills to ace Reception Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for guest service 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 role of Reception Manager. Highlight your experience in guest service roles and any leadership positions you've held. We love seeing how your skills align with what we're looking for!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you're a great fit for the team.
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 shows you’re serious about joining our team at Kew Green Hotels.
How to prepare for a job interview at Holiday Inn Leicester - Wigston
✨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 likely come up in conversation. Being able to discuss how you've driven these KPIs in your previous roles will show your expertise.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills. Think about times when you inspired a 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.
✨Be Ready to Handle Guest Feedback
Expect questions about how you manage guest feedback and resolve issues. Prepare specific examples of challenges you've faced and how you turned them into positive outcomes. This will showcase your problem-solving skills and commitment to service excellence.
✨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. It shows genuine interest and can set you apart from other candidates.
