Job Title: Guest Service Manager
Department: Front Office / Rooms Division
Reports To: Front Office Manager / Hotel Manager / Rooms Division Manager
Location: Crowne Plaza London Kings cross
Employment Type: Full-Time
Salary: Competitive, based on experience.
Job Purpose:
To lead the front-of-house team in delivering exceptional guest service, ensuring smooth daily operations of the reception, concierge, and guest services. The Guest Service Manager is responsible for maintaining service excellence, resolving guest concerns, supporting team development, and enhancing the overall guest experience.
Key Responsibilities:
Oversee day-to-day guest services including front desk, check-in/check-out procedures, concierge, and bell services.
Ensure a warm, professional, and efficient welcome and departure experience for all guests.
Handle and resolve guest complaints and requests in a timely, empathetic, and effective manner.
Lead, coach, and support front-of-house staff, ensuring high service standards and adherence to brand expectations.
Monitor guest feedback (e.g. reviews, surveys) and implement improvements to enhance guest satisfaction.
Coordinate with other departments (Housekeeping, Maintenance, F&B) to ensure guest requests and service delivery are fulfilled promptly.
Manage daily shift operations, team rotas, handovers, and briefings.
Ensure all guest information, billing, and room allocations are accurate and up to date.
Ensure compliance with health and safety regulations and hotel security protocols.
Train new front office staff and support ongoing development through coaching and feedback.
Review and improve Standard Operating Procedures (SOPs) to ensure efficient guest service.
Required Skills & Experience:
Previous experience in front office or guest services in a supervisory or managerial role (minimum 23 years preferred).
Strong leadership and team management skills.
Excellent communication, interpersonal, and conflict resolution abilities.
High attention to detail and guest-centric mindset.
Familiarity with hotel PMS (e.g., Opera or similar systems).
Ability to remain calm under pressure and manage high guest volumes.
Understanding of front office financial procedures (billing, reconciliations, etc.).
Flexibility to work shifts, including weekends and public holidays.
Additional language skills are an advantage.
Working Hours:
rotational shifts covering mornings, evenings, weekends.
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