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- Tasks: Lead and inspire a diverse team in delivering 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 in Norwich employer: Holiday Inn
Contact Detail:
Holiday Inn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Service Manager in Norwich
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with current employees at Kew Green Hotels. You never know who might give you a heads-up about an opportunity or even put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for Guest Service Manager roles and practice your answers. Think about how your experience aligns with the job description and be ready to share specific examples of your leadership and problem-solving skills.
✨Tip Number 3
Show your passion for guest service! During interviews, let your enthusiasm shine through. Talk about what excites you about creating memorable experiences for guests and how you can inspire your team to do the same.
✨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 the Kew Green Hotels family.
We think you need these skills to ace Guest Service Manager in Norwich
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, so share any relevant stories or examples that highlight your passion.
Tailor Your CV: Make sure your CV is tailored to the Guest Service 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. Numbers and specific examples help us understand the impact you've made in previous roles.
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 directly, and it shows you’re serious about joining our team. Plus, you’ll find all the details you need right there!
How to prepare for a job interview at Holiday Inn
✨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 be ready to share these stories during the interview.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss specific instances where you've handled guest feedback or resolved issues quickly. This is crucial for the role, so think of examples that showcase your ability to turn a negative experience into a positive one.
✨Engage with the Hotel's Vision
Research Kew Green Hotels and understand their values and mission. During the interview, express how your personal goals align with their vision for guest service excellence. This shows that you're not just looking for any job, but that you're genuinely interested in contributing to their success.