45,338 Guest Services jobs in the United Kingdom

• Oversee the daily operations of the front desk, concierge, and guest relations departments.
• Lead, train, and motivate a team of guest service professionals to deliver outstanding service.
• Manage guest check-ins and check-outs, ensuring efficiency and a welcoming experience.
• Handle guest inquiries, requests, and complaints promptly and professionally, seeking satisfactory resolutions.
• Implement and monitor service standards, ensuring consistency and quality across all guest interactions.
• Collaborate with other departments (e.g., housekeeping, F&B) to ensure a seamless guest experience.
• Develop and maintain strong relationships with guests, anticipating their needs and preferences.
• Manage room inventory and assist with the development of room rate strategies.
• Conduct regular staff meetings, performance reviews, and training sessions.
• Analyse guest feedback and implement improvements to enhance overall guest satisfaction.
• Ensure compliance with all hotel policies, procedures, and health and safety regulations.

• Proven experience in a supervisory or management role within the hospitality industry, preferably in front office operations.
• Excellent leadership, communication, and interpersonal skills.
• Strong understanding of hotel operations and guest service principles.
• Ability to remain calm and professional under pressure.
• Proficiency in hotel management software (PMS) and booking systems.
• A passion for delivering exceptional customer service.
• Ability to multitask and manage priorities effectively.
• Problem-solving skills and a proactive approach to guest relations.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• A relevant qualification in Hospitality Management is advantageous.

• Manage and inspire the front desk team, ensuring efficient operations and high levels of guest satisfaction.
• Oversee all aspects of guest services, including reservations, check-in, check-out, concierge, and bell desk operations.
• Handle guest complaints and service issues promptly and professionally, seeking satisfactory resolutions.
• Develop and implement service standards and training programs to ensure consistent delivery of exceptional guest experiences.
• Monitor guest feedback and reviews, identifying areas for improvement and implementing corrective actions.
• Ensure the smooth operation of the hotel's computer systems and property management software (PMS).
• Collaborate with other hotel departments (housekeeping, F&B, maintenance) to ensure seamless guest experiences.
• Manage the front desk budget and control operational costs.
• Maintain the hotel's brand reputation through outstanding service delivery.
• Prepare daily reports on occupancy, arrivals, departures, and guest feedback.
• Ensure compliance with all hotel policies, procedures, and health & safety regulations.

• Proven experience (3-5 years) in a supervisory or management role within hotel front office operations.
• Excellent understanding of hotel operations and guest service principles.
• Proficiency with Property Management Systems (PMS) and standard office software.
• Strong leadership, team management, and motivational skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• A passion for hospitality and a commitment to delivering outstanding guest experiences.
• Ability to remain calm and professional under pressure.
• Excellent organizational and time-management skills.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• A degree or diploma in Hospitality Management is advantageous.

Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

Qualifications:

1. Hotel Director/Hotel General Manager background in a 4- or 5-star hotel

2. 2-3yrs of hotelier experience

3. Additional languages is an advantage (Spanish, Italian, Portuguese, French, German)

Duties and Responsibilities:

1. Takes the lead in owning and delivering an exceptional guest experience while embracing an ambassador’s role in tutoring other divisions on the key drivers of these standards. Encouraged to maintain and further develop strong rapport with division heads from both Hotel and Marine departments.

2. Responsible for leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service, taking ownership for efficiently reacting to guest requests. Maintain a detailed knowledge of all key performance indicators, guest ratings and comments to establish a culture throughout the Guest Services team for complete ownership of the guest experience.

3. Effectively balances operational needs between the Financial and Guest Services Divisions through synergetic communication of guest issues to optimize positive guest comments and ratings of the overall Guest Services operation.

4. Effectively manages all group business onboard ensuring the Group Coordinator has all the necessary skills, training, tools, information and support to enable consistent delivery of services and products.

5. Assigns duties and responsibilities to team members. Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.

6. Comprehensive knowledge of Customs and Immigration policies and procedures. The Guest Services Manager is the driving force to ensure maximum compliance with all internal requirements and external authorities as it relates to guest immigration and clearance

Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

Qualifications:

1. Hotel Director/Hotel General Manager background in a 4- or 5-star hotel

2. 2-3yrs of hotelier experience

3. Additional languages is an advantage (Spanish, Italian, Portuguese, French, German)

Duties and Responsibilities:

1. Takes the lead in owning and delivering an exceptional guest experience while embracing an ambassador’s role in tutoring other divisions on the key drivers of these standards. Encouraged to maintain and further develop strong rapport with division heads from both Hotel and Marine departments.

2. Responsible for leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service, taking ownership for efficiently reacting to guest requests. Maintain a detailed knowledge of all key performance indicators, guest ratings and comments to establish a culture throughout the Guest Services team for complete ownership of the guest experience.

3. Effectively balances operational needs between the Financial and Guest Services Divisions through synergetic communication of guest issues to optimize positive guest comments and ratings of the overall Guest Services operation.

4. Effectively manages all group business onboard ensuring the Group Coordinator has all the necessary skills, training, tools, information and support to enable consistent delivery of services and products.

5. Assigns duties and responsibilities to team members. Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.

6. Comprehensive knowledge of Customs and Immigration policies and procedures. The Guest Services Manager is the driving force to ensure maximum compliance with all internal requirements and external authorities as it relates to guest immigration and clearance

• Developing and implementing comprehensive guest service standards and protocols.
• Managing and training a distributed team of guest relations professionals.
• Monitoring guest feedback channels (reviews, surveys, direct communication) and responding appropriately.
• Resolving escalated guest issues and complaints with professionalism and efficiency.
• Identifying trends in guest feedback to recommend service improvements.
• Collaborating with operations and marketing teams to enhance the overall guest journey.
• Ensuring compliance with all company policies and service level agreements.
• Utilizing CRM and other service management tools to track guest interactions and satisfaction.
• Reporting on key guest service metrics and performance indicators.
• Continuously seeking innovative ways to elevate the guest experience in a remote setting.

• Proven experience in hospitality management, with a focus on guest relations or customer service.
• Demonstrated experience in managing remote teams.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Proficiency with customer relationship management (CRM) software and other relevant technologies.
• Ability to analyze data and generate actionable insights.
• Self-motivated with the ability to work independently and manage time effectively.
• A passion for delivering outstanding guest experiences.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.

• Lead, train, and mentor a team of remote Guest Service Representatives, fostering a positive and high-performing work environment.
• Develop and implement strategies to enhance overall guest satisfaction and loyalty.
• Oversee the daily operations of the guest services function, ensuring timely and effective resolution of guest inquiries and issues.
• Establish and maintain high standards for guest communication across all channels (phone, email, chat, social media).
• Monitor guest feedback and online reviews, identifying trends and implementing improvements to service delivery.
• Develop and refine Standard Operating Procedures (SOPs) for guest services to ensure consistency and efficiency.
• Collaborate with other departments (e.g., Sales, Marketing, Operations) to ensure a cohesive guest experience.
• Manage escalated guest complaints, resolving them efficiently and to the guest's satisfaction.
• Analyze guest service data to identify areas for improvement and report on key performance indicators (KPIs).
• Ensure the team is well-equipped with the knowledge and tools to provide exceptional service.
• Contribute to the development of training materials and ongoing team development.
• Champion a culture of proactive service and guest-centricity throughout the organization.

• Proven experience in a guest services, customer relations, or hospitality management role.
• Demonstrated experience in leading and managing a team, preferably in a remote setting.
• Exceptional communication, active listening, and interpersonal skills.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Proficiency with customer relationship management (CRM) software and other guest service platforms.
• A thorough understanding of customer service best practices and the hospitality industry.
• Ability to develop and implement effective service strategies.
• Excellent organizational and time management skills.
• A proactive approach to identifying and addressing guest needs.
• Bachelor's degree in Hospitality Management, Business, or a related field is a plus.
• Experience in the travel or accommodation sector is advantageous.

• Lead, train, and mentor a remote team of guest service professionals to deliver outstanding customer service.
• Develop and implement service standards and procedures to ensure consistency and quality across all guest touchpoints.
• Monitor guest feedback channels (reviews, surveys, direct communication) and implement service recovery strategies.
• Handle escalated guest issues and complaints with professionalism and efficiency, aiming for first-contact resolution.
• Analyze service performance metrics and identify areas for improvement, implementing data-driven solutions.
• Collaborate with marketing and sales teams to promote special offers and enhance guest loyalty programs.
• Ensure efficient management of booking systems and guest databases.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Contribute to the development of new service initiatives and product enhancements.
• Maintain a thorough understanding of industry trends and best practices in guest relations and hospitality management.