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- Tasks: Lead and inspire a dynamic team to deliver exceptional guest experiences.
- Company: Join Kew Green Hotels, a top UK hotel management company.
- Benefits: Enjoy discounted stays, gym access, and personal development opportunities.
- Why this job: Shape the future of guest services and grow into management roles.
- Qualifications: Experience in guest service roles and strong leadership skills required.
- Other info: Inclusive workplace with support for all applicants.
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 (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?
Kew Green Hotels is 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.
Guest Services 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 Services 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 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 by practising common questions related to guest service excellence. Think about how you’ve handled tough situations in the past and be ready to share those stories. We want to hear how you turned challenges into positive outcomes!
✨Tip Number 3
Show off your leadership skills! During interviews, highlight your experience in coaching and inspiring teams. Share specific examples of how you've driven service excellence and improved guest satisfaction 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 Guest Services Manager in England
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 leading a team to do the same.
Tailor Your CV: Make sure your CV highlights relevant experience in guest services, especially in roles like Front Office or F&B. We love seeing how your background aligns with what we’re looking for, so don’t hold back!
Be Specific About Achievements: Use numbers and 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!
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 this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at Holiday Inn Reading West
✨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 service excellence.
✨Showcase Your Leadership Style
Be ready to discuss your leadership approach. Think of examples where you've inspired or motivated a team, especially in challenging situations. This will show that you can handle tough conversations while still fostering a positive environment.
✨Prepare for Scenario Questions
Expect questions about handling guest feedback and resolving issues. Prepare specific examples from your past experiences where you turned challenges into positive outcomes, showcasing your problem-solving skills and commitment to guest satisfaction.
✨Research Kew Green Hotels
Familiarise yourself with Kew Green Hotels and their values. Understanding their commitment to performance and guest experience will help you align your answers with their mission, making you a more appealing candidate.