Guest Services Manager

This role? It’s ALL about the guest and delivering an outstanding service for them. And ensuring your team does the same.

Through hands-on leadership, you will ensure your team 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

• Leading the Guest Experience function at the hotel; ensuring that all guests experience a safe & outstanding level of service throughout their stay
• Collaborating with other functional leaders within the business to ensure smooth operation across departments, in order to enhance levels of guest service
• Frequently reviewing guest feedback and seeking new, innovative ways to improve the guest experience
• Demonstrating and leading by example with a culture of:
• Being attentive to all guests
• Accurately and promptly fulfilling guest requests
• Understanding and anticipating guest needs
• Maintaining a high level of knowledge which will enhance the guest experience
• Demonstrating a service attitude that exceeds expectations
• Taking appropriate action to resolve guest complaints
• Guide, motivate and nurture our Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture
• Managing the performance of your team, conducting frequent job-chats that seek to enhance performance and where required, manage underperformance
• Building a sales culture across the GSAs whilst executing sales initiatives to maximise room and M&E sales.

What’ll make you a great fit

• You’ll have experience as an Operational Department Manager within a fast-paced hotel/hospitality environment
• You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
• You’ll love people – and as a result, have great interpersonal, communication skills and leadership skills
• Details? You love them! You’ll be incredibly attentive with guests as a result
• Pragmatic and able to remain focused on results under pressure and to challenging deadlines
• Self-motivated and confident
• Hard-working but FUN!

Our amazing benefits

• Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates
• Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
• We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
• Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
• FREE membership to the Leisure Club
• Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
• KewFest, Employee Appreciation Week, and Awards evening are all annual events.
• Progression and room to grow, with opportunities across the UK and internationally
• Flexible attitude and working hours.
• Mental Health Support with our 24/7, 365 Employee Assistance Line

Who are Kew Green Hotels?

Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we focus on the details. We know that each and every member of our team love to pursue outstanding – and we respect our people and the incredible work they do to look after our guests. And in return? Not only do we offer a highly competitive benefits package, but through our internal career development opportunities and external apprenticeship provider, we also support you wholeheartedly in your own personal pursuit of outstanding.

With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.

Irrespective of whether we are finding new ways to take care of our guests or supporting departments we’ve never worked in before – here at Kew Green Hotels, our obsession over the little details is who we are.

When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.