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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 operations.
- 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.
What we're looking for:
- Experience in a senior guest service role (e.g. 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 London 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 London
✨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 aligns with the job description, especially around leadership and problem-solving.
✨Tip Number 3
Showcase your passion for guest service! During interviews, share specific examples of how you've turned challenges into positive outcomes. This will demonstrate your ability to handle feedback and resolve issues effectively.
✨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 London
Some tips for your application 🫡
Show Your Passion: When you're 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 examples 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 Kew Green Hotels and what we stand for.
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 likely come up in conversation. Being able to discuss how you've driven these KPIs in your previous roles will show your expertise.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills. Think about times when you inspired your team or handled tough conversations effectively. This role is all about leading a multiskilled team, so demonstrating your ability to motivate and coach others will be crucial.
✨Be Ready to Handle Guest Feedback
Expect questions about how you manage guest feedback and resolve issues. Have a couple of scenarios ready where you turned a negative experience into a positive one. This will showcase your problem-solving skills and commitment to service excellence.
✨Understand Hotel Operations
Since this role involves working across various departments, it’s important to have a good grasp of hotel operations. Familiarise yourself with Front Office, Food & Beverage, and Meetings & Events. Showing that you're keen to grow beyond your current expertise will impress the interviewers.