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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 career development, discounts, free gym access, and 24/7 support.
- Other info: Opportunities for growth and a supportive work environment await you.
- Why this job: Shape your career in hospitality while making a real impact on guest satisfaction.
- Qualifications: Experience in guest service roles and strong leadership skills are essential.
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.
Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team.
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.
Whats in it for you:
- Career development through fully funded apprenticeships and our internal development programme.
- Discounts on hotel stays and a variety of major retailers, restaurants and days out.
- Free use of our gyms, pools, and leisure facilities.
- 24/7 access to wellbeing, financial, and legal support.
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.
Guest Service Manager in England employer: Holiday Inn Reading West
Contact Detail:
Holiday Inn Reading West Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Service Manager in England
✨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 Service Manager role. You never know who might have the inside scoop on an opportunity 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. Think about how you would handle tricky situations or improve guest satisfaction, and be ready to share your experiences that showcase your leadership skills.
✨Tip Number 3
Showcase your passion for guest service! When you get the chance to chat with potential employers, make sure to highlight your enthusiasm for creating memorable guest experiences and how you can inspire a team to achieve that.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Kew Green Hotels.
We think you need these skills to ace Guest Service Manager in England
Some tips for your application 🫡
Show Your Leadership Skills: In your application, make sure to highlight your experience in leading teams. We want to see how you've inspired and motivated others in guest service roles, so share specific examples that showcase your leadership style.
Focus on Guest Satisfaction: Since this role is all about delivering excellent guest experiences, emphasise your understanding of guest service KPIs. Talk about how you've handled feedback and resolved issues in the past, turning challenges into positive outcomes.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the extra step to connect their background with our needs.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. 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!
How to prepare for a job interview at Holiday Inn Reading West
✨Know Your Stuff
Before the interview, brush up on your knowledge of guest service KPIs and how they relate to the role. Be ready to discuss your past experiences in Front Office, F&B, or Meetings & Events, and how you’ve driven service excellence in those areas.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style. Think about times when you inspired a team or handled tough conversations. This is your chance to show how you can motivate others while maintaining high standards.
✨Be Ready for Problem-Solving
Expect questions about handling guest feedback and resolving issues. Have a few scenarios in mind where you turned a challenge into a positive outcome. This will demonstrate your ability to think on your feet and maintain guest satisfaction.
✨Engage with the Interviewers
Don’t forget that interviews are a two-way street! Prepare thoughtful questions about the hotel’s operations and culture. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.