At a Glance
- Tasks: Lead the Guest Services team and ensure exceptional guest experiences.
- Company: The Langham, London; Europe's first Grand Hotel with a rich history.
- Benefits: Competitive salary, inclusive workplace, and opportunities for career advancement.
- Other info: Dynamic environment with a focus on teamwork and guest satisfaction.
- Why this job: Join a prestigious hotel and make a difference in guests' stays.
- Qualifications: Experience in hospitality and strong leadership skills.
The predicted salary is between 36000 - 60000 £ per year.
The Langham, London; Europe’s first Grand Hotel is currently recruiting for a Guest Services Manager to join our talented Guest Service team. We are looking for a true hospitality professional, with the flair to deliver service at the highest level.
In the role of Guest Services Manager, your key focus will be to:
- oversee the day-to-day operation of the Guest Services department
- oversee the preparation and delivery of all VIP welcome cards and VIP amenities
- solve guest issues, complaints or requests when brought to the attention and escalated accordingly
- supervise and manage the team; performance manage, develop, help and ensure they have everything they need
- demonstrate expertise in the functionality of Shiji and/or Opera PMS and ensure all guest profiles are up to date
- maintain close communication within the department and with other hotel departments
- attend meetings with other departments or within Rooms Division as required
Do you have? -
- previous experience of working as a Guest Services Manager or an Assistant
- excellent customer service skills and a real understanding of 5* luxury environment service requirements
- excellent communication skills, in English language, both written and verbal
- knowledge of one other language (advantageous)
- immaculate personal presentation
- previous experience of managing and leading small to medium sized teams is essential
- hands-on, pro-active approach; taking personal responsibility and initiative to prevent or resolve problems
YOUR BENEFITS
Financial Wellbeing
- Discretionary Service Charge
- 28 days of holiday (inclusive of Bank Holidays) with the opportunity to increase to up to 33 days off based on Length of Service
- Access to Wagestream – a salary advance benefit
- Complimentary accommodation at all the Langham Hotels & Resorts, Cordis Hotels & Resorts, Eaton Workshop and affiliated hotels
- Discounted accommodation at The Langham, London for you and your family
- Discounts for you, your friends and family in our Food and Beverage outlets and on Spa treatments
- Up to £750 Recommend a Friend referral bonus
- Seasonal Travelcard loan
- A subsidised taxi journey (£20) for any shift you are scheduled to work between 00:00 and 05:00hrs
- Company pension plan
- Life insurance
- Discounts in various high street and online shops
- Colleague recognition system - being recognised and rewarded for positive guest comments or when you showcase one of our company values
- Learning and Development opportunities, including paid and unpaid cross-departmental training, empowering you to progress in your career
- 2 staff parties per year and several colleague social and community events
- Access to the Employee Assistance Programme by Hospitality Action (24/7)
- Access to Qualified Mental Health First Aiders on site
- Most Valued Colleague of the Month and Year Awards
- Long Service Awards
Physical Wellbeing
- Free meals on duty in our Staff Restaurant
- Uniform supplied and laundered, or if a non-uniform colleague, a complimentary valet service of work attire provided
- Enhanced Sick Pay
- Subsidised regular Back Massage, Reflexology & Chiropody Sessions
OUR CULTURE
Our company is dedicated to cultivating a supportive environment where "Our People, Our Pride" serves as a guiding principle, fostering innovation, collaboration, and personal growth.
DIVERSITY & INCLUSION
The Langham, London is an equal opportunities employer, committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on any protective characteristic.
DISABILITY INCLUSION
We are committed to disability inclusion and ensuring an inclusive recruitment process. If you require reasonable adjustments, such as accessible interview locations, adapted tests, or specific accommodations, please inform us at the outset. Our goal is to provide an equitable recruitment experience for all candidates.
SUSTAINABILITY PLEDGE
We are extremely proud to be recognised as an environmentally conscious hotel, constantly striving to improve our eco policies and initiatives to help preserve our world for future generations. In 2025, we reached a new milestone by achieving EarthCheck Master Certification, further reinforcing our long-term commitment to sustainability.
The Langham London, London’s Original Grand Hotel and flagship of the international Langham Hospitality Groupcomprises380 luxury bedrooms and suites, the acclaimed Roux at The Landau and Palm Court restaurants, the Artesian Bar and Wigmore Tavern, extensive Meeting & Events facilities, Europe’s first Chuan Body + Soul Spa and Sauce by The Langham, our cookery school. The team at the hotel prides itself on creating enchanting encounters for our guests and we’ve been doing so since 1865.
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Guest Services Manager employer: The Langham London
The Langham London is an exceptional employer, offering a vibrant work culture that prioritises creativity and excellence in service. As a Bar Manager, you will have the opportunity to lead a talented team in a prestigious 5-star environment, with ample opportunities for professional growth and development. Enjoy competitive benefits and the chance to be part of a renowned establishment that values innovation and guest satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services 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 Langham London. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to The Langham London
Don't be shy about reaching out to The Langham London 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 Services 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 Langham London 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 Langham London
✨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!
