At a Glance
- 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 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 senior guest service roles 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.
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 Rochester employer: Kew Green Group
At Kew Green Hotels, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters inclusivity and personal growth. As a Guest Service Manager, you will benefit from comprehensive training, career development opportunities, and a rewarding rewards package that includes discounts on hotel stays and leisure facilities. Join us in creating memorable guest experiences while advancing your career in the hospitality industry.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Manager in Rochester
✨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 are proactive and take the initiative to connect with us directly.
We think you need these skills to ace Guest Service Manager in Rochester
Some tips for your application 🫡
Show Your Passion for Guest Service:When writing your application, let your enthusiasm for guest service shine through. Share specific examples of how you've inspired teams or turned guest feedback into positive experiences. We want to see that you genuinely care about making every guest's stay memorable!
Tailor Your Experience:Make sure to highlight your relevant experience in guest service roles, especially if you've worked in Front Office, F&B, or Meetings & Events. We love seeing how your background aligns with the responsibilities of the Guest Service Manager role, so don’t hold back on those details!
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 showcases your skills without unnecessary fluff!
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 Kew Green Group
✨Know Your Stuff
Before the interview, brush up on your knowledge of guest service KPIs and how they relate to the role. Be ready to discuss your past experiences in managing teams and driving service excellence, as this will show you understand what it takes to lead a multiskilled team.
✨Showcase Your Leadership Style
Think about examples where you've inspired or motivated a team, especially during challenging situations. Be prepared to share specific stories that highlight your leadership skills and how you handle tough conversations, as this is crucial for the Guest Service Manager role.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle guest feedback or resolve issues. Practise your responses to common scenarios in the hotel industry, focusing on turning challenges into positive outcomes. This will demonstrate your problem-solving abilities and customer service mindset.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the hotel's operations and culture. This not only shows your interest in the role but also helps you gauge if the company aligns with your values and career goals.
