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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 across all hotel operations await you!
- Why this job: Shape your career in hospitality while making a real impact on guest satisfaction.
- Qualifications: Experience in a senior guest service role and strong leadership skills.
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.
What’s 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 - we’re here to support you.
Guest Service Manager employer: Kew Green Group
Contact Detail:
Kew Green Group 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, 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 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 heart of your skills and experiences.
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 shows you’re keen on joining our team at Kew Green Hotels!
How to prepare for a job interview at Kew Green Group
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of guest service KPIs and hotel operations. Familiarise yourself with common challenges in Front Office, F&B, and Meetings & Events. This will help you speak confidently about how you can drive service excellence.
✨Showcase Your Leadership Skills
Prepare examples of how you've inspired and motivated teams in previous roles. Think about times when you had to handle tough conversations or resolve conflicts. This will demonstrate your strong leadership and communication skills, which are crucial for the Guest Service Manager role.
✨Be Ready to Handle Feedback
Since handling guest feedback is a key part of the job, come prepared with examples of how you've turned negative experiences into positive outcomes. This shows that you can think on your feet and prioritise guest satisfaction, which is essential for this position.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the hotel's approach to guest service excellence or how they measure success against KPIs. This not only shows your interest in the role but also gives you valuable insights into the company culture.