At a Glance
- Tasks: Lead the Front Office team to create unforgettable guest experiences and ensure operational excellence.
- Company: Join RBH at Hyatt Place London City East, a top-rated hospitality employer.
- Benefits: Enjoy competitive salary, discounted hotel stays, and career development opportunities.
- Other info: Flexible shifts and a supportive environment for your growth.
- Why this job: Be part of a dynamic team making a real impact in the hospitality industry.
- Qualifications: Experience in guest services and strong leadership skills are essential.
The predicted salary is between 30000 - 32450 £ per year.
At RBH we believe our people are our biggest assets. Our approach to diversity in the workplace, health & wellbeing, sustainability, and individuality sets us apart from our competitors and is one of the reasons we are proudly recognised as one of the Top 30 Best Places to Work in Hospitality.
At RBH, we don't just offer jobs. We offer opportunities to grow, succeed, and be part of a team that is passionate about creating exceptional guest experiences. Join us and discover why our people truly are at the heart of everything we do.
We are now looking for an exceptional Guest Service Manager to join the team at Hyatt Place London City East. This is an exciting opportunity for a guest-focused hospitality professional who thrives on creating memorable experiences, developing high-performing teams, and delivering operational excellence. Working as a key member of the Front Office leadership team, you will play a vital role in ensuring every guest receives outstanding service from arrival through to departure.
OUR HOTEL
Located in the heart of East London, Hyatt Place London City East is a contemporary lifestyle hotel featuring 280 stylish guest rooms and suites, modern meeting and event facilities, and one of the capital's most exciting rooftop destinations, PocketSquare Skyline Bar & Terrace. Perfectly positioned between the City of London, Shoreditch, and Brick Lane, the hotel attracts a diverse mix of business and leisure travellers from across the globe. As part of the world-renowned Hyatt brand and managed by RBH Hospitality Management, we are committed to delivering exceptional guest experiences whilst creating an environment where our people can thrive and grow.
THE ROLE
As Guest Service Manager, you will be responsible for supporting the day-to-day operation of the Front Office department, ensuring that every guest receives a seamless, personalised and memorable experience. You will lead by example, supporting the Front Office Manager in delivering exceptional service standards, driving guest satisfaction, developing colleagues and maintaining operational excellence throughout the guest journey.
A DAY IN THE LIFE OF A GUEST SERVICE MANAGER
- Delivering Exceptional Guest Experiences
- Lead the Front Office team to deliver outstanding guest service at every touchpoint.
- Ensure check-in and check-out procedures are delivered efficiently and in line with brand standards.
- Personally engage with guests to create memorable and personalised experiences.
- Ensure VIP and returning guests receive appropriate recognition and tailored service throughout their stay.
- Review daily arrivals and ensure all guest preferences, requests, and amenities are organised and delivered.
- Resolve guest feedback, concerns, and complaints professionally, ensuring positive outcomes.
- Leading and Developing the Team
- Support, coach, and motivate front office colleagues to achieve exceptional standards.
- Conduct daily briefings and regular team communications.
- Deliver ongoing training and development to keep teams focused on guest service excellence.
- Conduct regular performance conversations and provide constructive feedback.
- Foster a culture of engagement, recognition, and continuous improvement.
- Support recruitment, onboarding, and colleague development initiatives.
- Driving Operational Excellence
- Ensure all Front Office procedures, systems, and cash handling processes are completed accurately and in line with company policies.
- Work closely with the Front Office Manager to optimise room allocations and maximise guest satisfaction.
- Monitor guest feedback and identify opportunities for service improvement.
- Ensure all brand standards and operational procedures are consistently maintained.
- Collaborate with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure seamless guest experiences.
- Health, Safety & Compliance
- Maintain compliance with all hotel policies, health and safety procedures, and security standards.
- Promote safe working practices throughout the department.
- Ensure operational controls and hotel assets are protected at all times.
- Support compliance with Hyatt and RBH brand standards.
THE IMPACT YOU'LL HAVE
You will be at the heart of the guest experience, ensuring every stay exceeds expectations. Your leadership, attention to detail, and passion for service will help drive guest satisfaction, colleague engagement, and the overall success of the hotel. Through your ability to motivate others and create memorable guest interactions, you will help strengthen Hyatt Place London City East's reputation as one of East London's most exciting hospitality destinations.
WHAT WE NEED FROM YOU
- Previous experience within a Front Office, Guest Services, or Duty Management role.
- A passion for delivering exceptional guest experiences.
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Experience handling guest feedback and resolving issues effectively.
- Strong organisational skills with excellent attention to detail.
- A proactive and positive approach to problem-solving.
- The ability to work effectively in a fast-paced environment.
- Knowledge of hotel systems and Front Office operations.
- Flexibility to work shifts, including evenings, weekends, and holidays.
WHY YOU'LL LOVE THIS ROLE
This is the perfect opportunity for someone looking to develop their hospitality leadership career within a globally recognised brand. You'll gain exposure to a busy city-centre operation, work with a talented team, and play a key role in creating memorable guest experiences whilst developing your leadership skills in a supportive and ambitious environment.
WHAT WE OFFER
You will have access to a benefits package we believe truly works for our people:
- Competitive salary.
- Discounted hotel room rates for you and your friends & family.
- Pension scheme.
- Enhanced family-friendly benefits.
- Employee Assistance Programme.
- Wagestream - choose how and when you get paid.
- Meals on duty.
- Learning and development opportunities.
- Career progression opportunities across RBH's growing portfolio.
- Social and wellbeing events throughout the year.
- ...and much more.
EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our recruitment process you require reasonable adjustments, please let us know.
Guest Service Manager - Hyatt Place London City East employer: leisurejobs
Giggling Squid is an exceptional employer, offering a vibrant work culture that prioritises family values and a passion for Thai cuisine. With a strong focus on employee development through comprehensive training programmes, competitive salaries, and generous benefits like weekly pay and staff discounts, we ensure our team members feel valued and supported. Join us in Leamington Spa, where you can enjoy a fulfilling career in one of the UK's fastest-growing restaurant groups while embracing the warmth of our unique Thai heritage.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Manager - Hyatt Place London City East
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like leisurejobs. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to leisurejobs
Don't be shy about reaching out to leisurejobs directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Service Manager - Hyatt Place London City East
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about leisurejobs and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at leisurejobs
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
