Guest Services Manager in Chester

As Guest Services Manager, you’ll be at the heart of the hotel operation – leading the team on shift and making sure everything runs smoothly for our guests, our team and the wider hotel. As the Hotel Duty Manager, you’ll be responsible for delivering a safe, efficient and enjoyable guest experience while ensuring our standards are consistently met.

What you’ll be doing:

• Acting as the Hotel Duty Manager when on shift, taking responsibility for the smooth running of the hotel and the guest experience.
• Completing a thorough handover at the start and end of each shift, ensuring key guest and operational information is communicated.
• Supervising the Guest Services team and ensuring duties are completed efficiently and to the required standards.
• Monitoring Reception operations and ensuring hotel systems, procedures and Hilton standards are consistently followed.
• Carrying out daily room audits and working closely with Housekeeping to resolve any issues.
• Responding to guest requests, concerns and complaints promptly and professionally, ensuring appropriate service recovery is provided.
• Supporting the Front Desk during busy periods and leading from the front when additional support is required.
• Ensuring conference rooms and guest areas are correctly prepared to company standards, including any booked meal requirements.
• Working closely with all hotel departments to resolve operational issues and support the wider goals of the property.
• Leading by example in guest relations and creating a positive, guest-focused environment.
• Coaching and supporting team members to understand guest needs and consistently deliver excellent service.
• Providing guidance and feedback, identifying opportunities to improve service performance and carrying out retraining where required.
• Ensuring new Guest Service Assistants complete their required induction, company orientation and departmental skills training.
• Managing performance issues that arise during shifts and escalating concerns to the Operations Manager or General Manager where appropriate.
• Ensuring colleagues arrive on time and are prepared for their shifts.
• Preparing efficient and cost-effective rotas in line with business levels and completing payroll requirements using EPS.
• Attending Heads of Department meetings when covering for the Senior Guest Services Manager.
• Providing cover for Night Managers and Night Auditors during periods of absence when required.
• Using OnQ effectively to resolve guest, operational and finance-related queries.
• Ensuring payments are correctly processed and posted to the PMS, with the appropriate paperwork completed for the Finance team.
• Following hotel cash handling and credit procedures and accounting for any discrepancies at the end of the shift.
• Understanding key operational and financial information, including ADR, RevPAR, rooms sold, revenue, occupancy and payroll margins.
• Protecting guest and business information and ensuring GDPR and PCI DSS requirements are followed at all times.
• Carrying out regular security checks and ensuring any maintenance, lighting, cleanliness or other issues are reported and addressed promptly.
• Following all Health & Safety, fire, security and emergency procedures and being confident in responding to situations such as accidents, thefts, domestic incidents and bomb threats.
• Ensuring new Hilton standards and procedures are implemented across Reception and the wider operation.

What we’re looking for:

• Previous management or supervisory experience within a hotel, hospitality or customer-focused environment.
• Previous Duty Manager experience, with the confidence to take responsibility for the hotel operation while on shift.
• A confident, hands‑on leader who can motivate, coach and support a team.
• Excellent communication and interpersonal skills, with a genuine focus on delivering outstanding guest experiences.
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities in a busy hotel environment.
• Good understanding of hotel operations, guest service and brand standards.
• Experience with hotel systems and a willingness to learn and use OnQ.
• Comfortable working with basic financial and operational information.
• A good understanding of Health & Safety, security, cash handling, GDPR and PCI DSS requirements.
• A proactive problem‑solver who remains calm and professional when dealing with challenging situations.
• Flexibility to work across different shifts and provide support across the hotel when required.