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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 people-first approach.
- Benefits: Enjoy discounted stays, retail perks, free gym access, and career development opportunities.
- Why this job: Shape the future of guest services while advancing your career in hotel operations.
- Qualifications: Experience in a senior guest service role and strong leadership skills required.
- Other info: Inclusive workplace committed to supporting your growth and wellbeing.
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.
Learn more about who we are and what drives us at www.kewgreenhotels.com.
Guest Services Manager in Norwich employer: Holiday Inn Norwich City
Contact Detail:
Holiday Inn Norwich City Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Manager in Norwich
✨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 an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for guest service roles and practice your answers. Think about how your experience in Front Office, F&B, or Meetings & Events can shine through in your responses.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've inspired and motivated teams in the past. Highlight any tough conversations you've navigated successfully – it shows you're ready for the challenges of a managerial role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, if you have any questions, feel free to reach out to our resourcing team – they’re here to help you every step of the way!
We think you need these skills to ace Guest Services Manager in Norwich
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 any relevant stories or achievements that highlight your passion.
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 Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the good stuff without unnecessary fluff!
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 gives you a chance to explore more about who we are and what we do at Kew Green Hotels.
How to prepare for a job interview at Holiday Inn Norwich 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 results.
✨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 is all about motivating others, so highlight your ability to lead a multiskilled team effectively.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific guest situations or feedback. Prepare some scenarios from your past experience where you turned challenges into positive outcomes, showcasing your problem-solving skills.
✨Research Kew Green Hotels
Familiarise yourself with Kew Green Hotels and their values. Understanding their commitment to guest experience and inclusivity will help you align your answers with their mission, showing that you're not just a fit for the role but also for the company culture.
