This role? It's ALL about the guest and delivering an outstanding service for them during the night.
As a Guest Services Manager, you are responsible for managing all guest operations, guiding and supporting a team of Guest Service Assistants. Through hands-on leadership, you will ensure your team delivers an outstanding guest experience, one that consistently achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improving the guest experience.
What You'll Be Doing
To lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the night
Offering full services, wherever practical, to all residents; including bar service, 24-hour room service and guest information
Carrying out all Night Audit procedures
Ensuring that every guest experiences a safe visit, conducting regular security and clock rounds
Engage, build and develop relationships with any late arrival guests, assessing their needs and flexing style and approach appropriately
Demonstrate and lead by example in the execution of
Being attentive to all guests
Accurately and promptly fulfilling guest requests
Understanding and anticipate guest needs
Maintaining a high level of knowledge which will enhance the guest experience
Demonstrating a service attitude that exceeds expectations
Take appropriate action to resolve guest complaints
Lead, motivate and develop any Nights Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture.
What'll Make You a Great Fit
You'll need to be a night owl, given the hours you'll be working
Strong leadership and communication skills. You inspire and motivate, but aren't afraid of tough conversations when needed.
You'll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
Forward-thinking and innovative
Financially and commercially astute
You'll love people – and as a result, have great interpersonal and communication skills
At Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact if you have any questions. We are committed to supporting any adjustments you may need.
What We're Looking For
Experience in a senior guest service role (eg. Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager).
Strong understanding of hotel guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling
Strong leadership and communication skills. You inspire and motivate, but aren't afraid of tough conversations when needed.
Keen to grow beyond your current area of expertise and develop skills across all areas of hotel operations.
Benefits
Our rewards package includes:
Discounted hotel stays around the globe, with food and beverage discounts.
Attractive discounts across many major retailers, restaurants, and events.
FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms).
Personal and career development
Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.
Next steps
If you're shortlisted, we'll give you a quick call to learn more about you and answer your questions. Candidates who progress will then be invited to meet the Hotel Manager for an in-person interview.
We review applications as they come in, so apply early to avoid missing out. We may close the role once we've found the right person.
At Kew Green Hotels, we're committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at - we're here to support you.
Who are Kew Green Hotels?
Kew Green Hotels is one of the UK's leading hotel management companies, operating a diverse portfolio of global brands. We're a people-driven business that's passionate about performance, guest experience, and creating hotels that make us proud.
Learn more about who we are and what drives us