We are seeking a dynamic, experienced Guest Service Manager to lead our Front Office and F&B Operations newly refurbished Garner Elgin hotel set to reopen in Summer 2026.
This is a unique opportunity, within our 7 Hospitality Management portfolio, to play a key role in shaping guest experience from day one of reopening. You will support the successful launch of the hotel by building and motivating a high performing team, driving operational excellence, and delivering on the Garner promise of dependable comfort and relaxed hospitality.
Garner, is a fresh and vibrant hotel brand by IHG Hotels & Resorts, built for travellers who seek value without compromise. With warm service, stylish comfort, and the confidence of a global brand, Garner Hotels are changing the way guests experience midscale hospitality.
As Guest Service Manager, you will oversee the day-to-day operation of Front Office and F&B, ensuring exceptional guest journeys across all touchpoints. From leading and developing your team to maintaining brand standards and creating a welcoming atmosphere, this is a fantastic opportunity to make a lasting impact within an exciting reopening project.
We are seeking an energetic and guest-focused Guest Service Manager to lead our guest service team and ensure outstanding service delivery across all guest touchpoints. You will play a key role in enhancing guest satisfaction, managing team performance, and maintaining the hotel’s reputation for excellence.
Key Responsibilities
* Lead and manage the guest service team to deliver exceptional hospitality
* Develop and implement service standards and guest engagement strategies
* Handle complex guest issues, complaints, and feedback with professionalism and urgency
* Monitor guest satisfaction metrics and drive continuous improvement initiativesCoordinate with other departments to ensure seamless guest experiences
* Train, coach, and motivate guest service staff to achieve high performance
* Manage guest service budgets, resources, and operational workflows
* Oversee reservation management and front desk operations as needed
* Ensure compliance with brand standards, health & safety, and regulatory requirements
Our Values
* Transparency: We share information openly so everyone can make informed decisions
* Ownership: We take responsibility for outcomes, not just tasks
* Driven: We focus on results and constantly push for improvement
* Investment in our people: We grow talent, support learning and unlock potential
* Pension Scheme
* Discounted Hotel Stays across our 7H Portfolio
* Discounted Food and Beverage across our 7H Portfolio
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