Guest Services Manager - in March

Overview

As a Guest Services Manager, you will play a crucial role in ensuring that all guests and visitors have a positive and memorable experience from the moment they enter our premises, as well as managing the Concierge team and covering Duty Manager shifts. You will manage the shift you are working, handle complex guest requests or complaints, and ensure all tasks within the team are completed, while supporting the Front Office Team and wider Hotel Teams to provide seamless service. This position suits someone who is passionate about customer service, enjoys interacting with people, and has a keen eye for detail. Our Guest Services Manager communicates internally within the front office and externally with the wider hotel team and local area to ensure the guest experience is personalised and consistently exceeds expectations.

Responsibilities

• Front Office duty management and team leadership experience for 2+ years in a property of similar size and standard
• Lead the Concierge team, manage shifts, and cover Duty Manager shifts as required
• Handle complex guest requests or complaints and ensure tasks within the team are completed
• Collaborate with the Front Office Team and wider hotel departments to deliver a seamless guest experience
• Support loyalty schemes and enrolments, with awareness of Opera or similar systems as relevant
• Contribute to the development of personalised guest experiences and strive to exceed expectations

Qualifications

• Front Office duty management and team leadership experience for 2+ years in a property of similar size & standard
• Strong organisational skills and ability to work under pressure
• Proven track record with loyalty schemes and enrolments; previous experience with Opera is a plus
• Awareness of market trends and ability to implement new initiatives
• Willingness to help across hotel departments to ensure guests receive a Kimpton 5 service
• You must meet the legal requirements to work in the UK

Benefits

• Competitive salary and full-time contract
• Extensive training, opportunities for career progression, and 2 paid volunteering days per year
• Wagestream financial wellbeing app
• Taxi subsidy for shifts starting/ending between 23:00-06:00
• Meals provided on duty
• Annual holiday allowance (31 days, increasing to 33 days pro rata)
• Company sick pay and life insurance
• Discounts for Kimpton hotels and restaurants worldwide
• Discounts from over 15,000 stores
• Refer a Friend program

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