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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 personal development opportunities.
- Why this job: Shape the future of guest services while advancing your career in hotel management.
- Qualifications: Experience in senior guest service roles and strong leadership skills are essential.
- Other info: Inclusive workplace committed to supporting your growth and wellbeing.
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.
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 at recruitment@kewgreenhotels.com - 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. Learn more about who we are and what drives us at www.kewgreenhotels.com.
Guest Services 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 Services Manager
✨Tip Number 1
Get to know the company culture before your interview. Check out Kew Green Hotels' website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've inspired a team or turned a guest's complaint into a positive experience. These anecdotes will make you stand out during the interview.
✨Tip Number 3
Don’t shy away from asking questions during your interview. It shows you're engaged and keen to learn more about the role and the team dynamics. Plus, it gives you a chance to assess if this is the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll be one step closer to joining a fantastic team at Kew Green Hotels.
We think you need these skills to ace Guest Services Manager
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 your passion and any relevant stories that highlight your dedication.
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 Specific About Achievements: Quantify your achievements where possible! Instead of just saying you improved guest satisfaction, tell us by how much. Use numbers and examples to show how you’ve driven service excellence and met KPIs in your previous roles.
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’re considered for the role. Plus, it shows you’re keen to join our team at Kew Green Hotels!
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 help the interviewers see how you can lead a multiskilled team effectively.
✨Prepare for Problem-Solving Scenarios
Expect questions about handling guest feedback and resolving issues. Prepare specific examples where you turned challenges into positive outcomes, showcasing your ability to think on your feet and maintain high service standards.
✨Research the Company Culture
Familiarise yourself with Kew Green Hotels' values and culture. Understanding their commitment to inclusivity and guest experience will allow you to align your answers with what they’re looking for, making you a more attractive candidate.