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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 into Operations or Hotel Manager roles 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 at recruitment@kewgreenhotels.com.
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 at recruitment@kewgreenhotels.com - we’re here to support you.
Guest Service Manager 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
✨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 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 see your leadership skills shine!
✨Tip Number 3
Showcase your passion for guest service! When you get the chance to chat with potential employers, make sure to express your enthusiasm for creating memorable experiences for guests. It’s all about that positive energy!
✨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, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Guest Service 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 and leading a team to do the same.
Tailor Your Experience: Make sure to highlight your relevant experience in guest service roles. Whether it's Front Office, F&B, or Meetings & Events, we want to know how your background makes you the perfect fit for this role.
Be Specific with Achievements: Use specific examples to demonstrate your leadership skills and how you've driven service excellence in the past. Numbers and KPIs can really make your application stand out!
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Holiday Inn Reading West
✨Know Your Guest Service KPIs
Familiarise yourself with key performance indicators related to guest service, such as guest satisfaction and loyalty recognition. Be ready to discuss how you've successfully managed these in your previous roles, as this will show your understanding of what drives success in the hospitality industry.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills, especially in coaching and inspiring a team. Think about times when you’ve turned challenges into positive outcomes and how you’ve handled tough conversations. This will demonstrate your ability to lead a multiskilled team effectively.
✨Emphasise Collaboration
Since the role involves partnering with other hotel departments, be prepared to discuss how you’ve worked collaboratively in the past. Share specific instances where teamwork led to improved guest experiences or operational efficiency, showcasing your ability to keep operations running smoothly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about the training provided for leading across different areas or how the hotel measures success in guest service. This not only shows your enthusiasm but also helps you gauge if the role is the right fit for you.