At a Glance
- Tasks: Lead a team to deliver exceptional guest experiences across all hotel departments.
- Company: Join LGH Hotels Management, a leader in the hospitality industry with 42 hotels across the UK.
- Benefits: Enjoy employee discounts, free meals, wellbeing support, and career development opportunities.
- Other info: Perfect for those who thrive in fast-paced settings and embrace change.
- Why this job: Make a real impact by creating memorable experiences for guests in a dynamic environment.
- Qualifications: Strong leadership skills and a passion for delivering outstanding customer service.
The predicted salary is between 31500 - 38500 £ per year.
This is a truly flexible, multi skilled position working across the full hotel operation, adapting to the needs of the business and supporting teams wherever great service is needed most.
We are looking for a Guest Service Manager who will play a key role in delivering exceptional guest experiences across all departments within the hotel.
Working closely with the General Manager and Operations Manager; this role is responsible for ensuring high service standards, driving guest satisfaction, supporting daily operations and creating memorable experiences for guests throughout their stay.
The Guest Service Manager acts as a visible leader within the operation, supporting the team on the floor, handling guest feedback professionally and ensuring all outlets operate efficiently while maintaining brand standards.
No two days will be the same — and that’s exactly what makes this role so rewarding.
- What You’ll Be Responsible For
- Delivering outstanding customer service across all areas such as Reception, Conference & Events, Restaurant & Bar and Housekeeping
- Delivering friendly, professional and attentive service to guests in a fast-paced environment.
- Ensuring all public areas, guest spaces and operational areas are maintained and presented to the highest possible standards.
- Being visible, approachable and engaged, helping guests feel welcomed, supported and valued.
- Working collaboratively with colleagues across the hotel to ensure smooth operations.
- Coach and motivate the team to deliver exceptional guest experiences.
- Taking pride in high standards, attention to detail and a job well done.
- Handle guest satisfaction scores and implement improvements were needed.
- Support VIP arrivals, loyalty member recognition and special occasions.
- Promote upselling opportunities across all Food and Beverages outlets.
- Our enviable employee discounts on bedroom rates across the LGH hotel portfolio.
- Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).
- Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
- Eye care
- Free legal & money advice
- Counseling sessions
- Cycle to work scheme
- Wellbeing tips and support fitness videos
- Recipe ideas
- Advice on keeping active and healthy living
- Wellbeing podcasts and tv
- Breathing exercises
- 24/7 advice and support line
- Team reward & recognition
- Free meals on duty
- Free parking
- Who this role is for
This role is ideal for someone who
- Thrives on leading people – you enjoy coaching, developing others and creating a positive, high-performing team environment
- Finds purpose in great service – you take pride in making guests feel welcome, relaxed and genuinely cared for
- Leads from the front – you’re hands-on, visible and energised by being in the operation, not behind the scenes
- Enjoys creating calm in busy settings – you stay focused and supportive even during peak times
- Thinks ahead and spots opportunities – you’re always looking for ways to improve the experience for guests and the teamex?
- Balances people and performance – you care about both team wellbeing and delivering strong results
- Embraces change and innovation – you’re comfortable with technology, new ways of working and evolving guest expectations
- Wants to make a difference – not just run a shift, but shape a space where guests and colleagues feel they belong
- Hotel
The Holiday Inn Edinburgh is perfectly situated between Edinburgh Airport and the city centre, making it an ideal base for exploring all the attractions and sights that Edinburgh has to offer.
Our Academy Conference Centre, located on the 5th floor with panoramic views of the Pentland Hills, features 14 meeting rooms and can accommodate up to 120 guests.
The hotel offers 303 bedrooms, including Executive and Family rooms.
Guests can enjoy a variety of dining options, including the excellent Traders Restaurant, a café, and a relaxing bar.
Additionally, we provide a fully equipped gymnasium, swimming pool, sauna, and spa to help you relax and unwind.
About us
Looking for an exciting career in the hospitality industry?
Look no further than LGH Hotels Management!
With a growing portfolio of 42 hotels throughout the UK, including globally recognised brands such as Crowne Plaza, Holiday Inn, and Best Western, all located in prime locations, we are the premier destination for those seeking a fulfilling career in hospitality.
Join our dynamic team and be a part of shaping the future of the UK hospitality industry.
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Guest Service Manager employer: LGH Hotels Management Limited
At Holiday Inn London Heathrow M4J4, we pride ourselves on creating a vibrant and supportive work environment where every team member can shine. With extensive employee benefits including discounts across our hotel portfolio, wellness support, and opportunities for personal growth, we are committed to fostering a culture of collaboration and exceptional service. Join us in delivering memorable experiences while enjoying the perks of working in a prime location near Heathrow Airport.
Contact Details:
LGH Hotels Management Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Manager
✨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 LGH Hotels Management Limited. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to LGH Hotels Management Limited
Don't be shy about reaching out to LGH Hotels Management Limited 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
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 LGH Hotels Management Limited 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 LGH Hotels Management Limited
✨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!
