At a Glance
- Tasks: Lead the Front Office team to deliver exceptional guest experiences and operational excellence.
- Company: The Cura Kensington, a vibrant lifestyle hotel by Marriott in West London.
- Benefits: Competitive salary, global discounts, meals on duty, and ongoing training.
- Other info: Join a collaborative environment with excellent career progression opportunities.
- Why this job: Make a lasting impact on guests while developing your leadership skills in hospitality.
- Qualifications: Previous supervisory experience in a quality hotel and strong guest service skills.
The predicted salary is between 30000 - 40000 £ per year.
- Guest Service Manager
- The Cura Kensington, a Tribute Portfolio Hotel by Marriott
Salary
- Competitive Salary + Excellent Benefits
- About the Hotel
The Cura Kensington, a Tribute Portfolio Hotel by Marriott, is a lifestyle hotel located in West London, offering 132 thoughtfully designed bedrooms, a vibrant all‑day restaurant and bar, and a dynamic atmosphere that blends energy, creativity, and local spirit.
As part of Marriott's Tribute Portfolio, the hotel celebrates individuality and memorable guest experiences.
Our Guest Service Manager plays a key leadership role within the Front Office department, ensuring exceptional guest journeys while supporting the smooth day‑to‑day operation of Guest Services.
The Role
Reporting to the Front Office Manager, the Guest Service Manager is responsible for supporting the leadership and daily operation of the Front Office team ensuring exceptional guest satisfaction, operational excellence, and compliance with Marriott brand standards.
The Guest Service Manager oversees Reception, Guest Relations ensuring every guest receives a seamless experience from arrival through departure.
You will lead by example, coach and develop the Front Office team, and work closely with Food & Beverage, Housekeeping, Kitchen and Engineering teams to ensure efficient hotel operations and outstanding guest experiences.
You will also provide operational support to the Food & Beverage department when required, particularly during busy service periods, events, or when additional leadership support is needed.
Key Responsibilities
- Support the Front Office Manager in the daily leadership and operation of the Front Office and supporting Food & Beverage when necessary.
- Supervise Reception, Guest Relations Teams.
- Lead the Front Office team during assigned shifts, ensuring exceptional guest service and operational efficiency.
- Act as the senior Front Office representative during designated shifts, escalating operational matters where appropriate.
- Ensure Marriott brand standards, Tribute Portfolio standards, and hotel policies are consistently achieved.
- Deliver exceptional guest experiences by proactively engaging with guests, resolving complaints professionally, and creating memorable stays.
- Manage VIP arrivals, Marriott Bonvoy Elite recognition, group arrivals, long‑stay guests, and special requests.
- Coordinate closely with Housekeeping to manage room availability, room allocations, early arrivals, departures, and out‑of‑order rooms.
- Monitor guest feedback, including Marriott GSS, online reviews, and social media, implementing action plans to improve guest satisfaction.
- Promote Marriott Bonvoy enrolment, room upselling, and other departmental revenue opportunities.
- Conduct daily shift briefings, handovers, and operational communications within the Front Office team.
- Train, coach, mentor, and support the development of Guest Service Associates and Supervisors.
- Assist the Front Office Manager with departmental rotas, payroll administration, annual leave planning, and staffing requirements.
- Maintain accurate cash handling procedures, banking, and financial controls within the Front Office.
- Ensure compliance with Health & Safety, Fire Safety, Security, GDPR, and Marriott operational procedures.
- Handle guest incidents and emergency situations calmly and professionally in accordance with hotel procedures.
- Carry out regular lobby and Front Office inspections to ensure cleanliness, presentation, and service standards are maintained.
- Foster a positive, engaging, and collaborative working environment that reflects Marriott's culture and values.
About You
- Previous supervisory or management experience within a Front Office department in a quality hotel environment.
- Experience within Marriott International or another international hotel brand is highly desirable.
- Strong knowledge of Front Office operations and guest service excellence.
- Good understanding of Housekeeping coordination and hotel operations.
- Excellent leadership, coaching, and team development skills.
- Passionate about delivering exceptional guest experiences.
- Strong communication, organisational, and problem‑solving abilities.
- Commercially aware with experience promoting upselling and guest satisfaction initiatives.
- Experience using Opera PMS (Opera Cloud preferred) and Marriott systems is advantageous.
- Flexible, hands‑on, and able to work a variety of shifts, including weekends and bank holidays.
What We Offer
- Competitive salary with performance‑based incentives
- Global Marriott employee discounts on rooms, dining, and experiences
- Meals on duty
- Uniform provided
- Ongoing Marriott International training and leadership development
- Excellent career progression opportunities within Marriott International
- Collaborative and inclusive working environment
- Regular wellbeing initiatives and social events
- Pension scheme
- Employee recognition and reward programmes
- Lead the Guest Experience
At The Cura Kensington, every guest interaction creates a lasting impression.
As our Guest Service Manager, you will play a vital role in supporting the Front Office Manager, leading your team by example, and ensuring every guest receives the warm, personalised service that defines our Tribute Portfolio hotel.
If you are an experienced Front Office leader with a passion for hospitality, people development, and delivering exceptional guest experiences, we would love to hear from you.
Compensation: Competitive salary
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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 The Cura - Reception. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to The Cura - Reception
Don't be shy about reaching out to The Cura - Reception 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 The Cura - Reception 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 The Cura - Reception
✨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!
