Guest Experience Leader — Front-of-House & Events in Paisley

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.
• Coaching and motivating the team to deliver exceptional guest experiences.
• Taking pride in high standards, attention to detail and a job well done.
• Handling guest satisfaction scores and implementing improvements where needed.
• Supporting VIP arrivals, loyalty member recognition and special occasions.
• Promoting upselling opportunities across all Food and Beverages outlets.

Benefits:

• 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).
• Access to 24/7 Employee Assistance Programme - 24/7 access for our employees to call and get support and advice on any issues they may be experiencing.
• Refer a friend scheme from £500 to £1000 per referral.
• Hospital Plan.
• Online Health Portal.
• Eye Care.
• Employee Discount Schemes - 100's of discounts, ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Pension Scheme.
• Free meals on duty.
• Cycle to Work - Our Cycle2Work schemes from Halfords help all our employees save money and keep fit.

Who This Role Is For:

• Passionate about hospitality and guest experience.
• Enjoys being hands-on and visible, leading from the front rather than behind the scenes.
• Is a natural people-person who gains satisfaction from helping others grow and succeed.
• Professional, approachable and confident individual.
• Thrives in environments where learning, variety and development are encouraged.
• Is motivated by responsibility, trust and the chance to make a real impact.
• Has the ability to remain calm under pressure especially when dealing with customer feedback.

If you’re passionate about hospitality, eager to broaden your leadership skills and motivated by creating outstanding guest experiences through strong, supported teams, this role offers development, challenge and a clear step forward in your career.