45,597 Guest Services Manager jobs in the United Kingdom

We are seeking an experienced and charismatic individual to join our client's renowned hospitality group as a Guest Services Manager. This role is central to ensuring an exceptional guest experience, blending operational efficiency with personalized service. The successful candidate will be responsible for leading the front-of-house team, overseeing daily operations, and maintaining the highest standards of hospitality. This is a hybrid role, requiring a balance of on-site presence in Coventry, West Midlands, UK and remote administrative tasks.

Key Responsibilities include:

• Managing and motivating a team of receptionists, concierges, and guest relations officers.
• Ensuring all guest requests and complaints are handled promptly, courteously, and professionally.
• Developing and implementing service standards and training programs for the front office team.
• Overseeing check-in and check-out processes, room assignments, and guest billing.
• Liaising with other hotel departments, such as housekeeping and maintenance, to ensure seamless service delivery.
• Monitoring guest feedback and implementing measures for continuous improvement.
• Managing departmental budgets and inventory control for front office supplies.
• Maintaining a visible and accessible presence on the floor to interact with guests and staff.
• Handling escalated guest issues and ensuring satisfactory resolutions.
• Contributing to the overall strategic planning and success of the hotel.

The ideal candidate will have a proven track record in hotel management or a related hospitality leadership role, with at least 3 years of experience in front office operations. A diploma or degree in Hospitality Management is highly desirable. Exceptional leadership, communication, and problem-solving skills are essential. You must be able to demonstrate a strong commitment to guest satisfaction and a passion for the hospitality industry. The ability to work effectively in a fast-paced environment and adapt to changing demands is crucial. Familiarity with property management systems (PMS) is required. This is a fantastic opportunity to advance your career in a prestigious hospitality establishment.

Our client, a renowned establishment in the hospitality sector, is seeking an experienced and dynamic Guest Services Manager to oversee operations in Manchester, Greater Manchester, UK . This role is pivotal in ensuring an exceptional guest experience, leading a team of front-of-house staff, and upholding the highest standards of service excellence. You will be responsible for managing daily operations, resolving guest concerns, and driving initiatives to enhance guest satisfaction and loyalty.

Key Responsibilities:

• 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.

Qualifications:

• 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.

This is a fantastic opportunity to join a leading hospitality brand and contribute to its reputation for excellence. If you are dedicated to creating memorable guest experiences in Manchester, Greater Manchester, UK , we would love to hear from you.

Our client, a renowned hospitality group with a portfolio of exceptional properties, is seeking a dedicated and experienced Guest Services Manager to join their fully remote operational support team. This role is pivotal in ensuring outstanding guest experiences across all our locations, focusing on service excellence and customer satisfaction.

You will be responsible for developing and implementing guest service standards, training front-line staff on best practices, and overseeing the resolution of guest concerns and feedback. This involves proactively identifying opportunities to enhance the guest journey and maintain our reputation for quality and attentiveness. You will work closely with property management teams to ensure consistent service delivery.

Key responsibilities include managing online reviews and reputation management platforms, analyzing guest feedback to identify trends and areas for improvement, and developing service recovery strategies. You will also contribute to the development of customer loyalty programs and initiatives aimed at increasing guest retention and satisfaction. The ability to effectively communicate service expectations and provide constructive feedback to remote teams is essential.

We are looking for candidates with extensive experience in hotel operations, guest relations, or customer service management, preferably within the hospitality industry. Exceptional interpersonal, communication, and problem-solving skills are a must. A strong understanding of the hospitality landscape, including current trends and customer expectations, is required. The ability to work autonomously, manage multiple priorities, and maintain a high level of professionalism in a remote setting is critical.

This is an exciting opportunity to contribute to the success of a leading hospitality brand while enjoying the benefits of a fully remote role. If you are passionate about delivering exceptional guest experiences and thrive in a dynamic, service-oriented environment, we encourage you to apply. You will play a key role in shaping our guest service strategy and ensuring memorable stays for all our visitors. The ideal candidate will be proactive, detail-oriented, and dedicated to upholding the highest standards of hospitality. This role requires a deep understanding of customer service principles and a commitment to exceeding guest expectations through effective remote leadership and coordination.

Our client, a prestigious hotel in the heart of Milton Keynes, Buckinghamshire, UK , is seeking an enthusiastic and service-oriented Guest Services Manager to lead their front-of-house operations. This role is pivotal in ensuring an exceptional guest experience from arrival to departure. You will be responsible for managing the reception team, overseeing check-in/check-out processes, handling guest inquiries and issues, and maintaining the highest standards of hospitality. The ideal candidate will have a passion for service excellence and a proven ability to lead a team effectively.

Key Responsibilities:

• 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.

Qualifications:

• 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.

This is a fantastic opportunity for a driven individual to advance their career in the hospitality industry and contribute to the success of a renowned hotel.

Our client is seeking a highly motivated and experienced Remote Guest Services Manager to oversee all aspects of guest experience and satisfaction for their expanding portfolio of hospitality services. This is a fully remote position, offering the flexibility to work from anywhere within the UK, while driving exceptional service standards. You will be responsible for developing and implementing guest service strategies, training remote teams, and ensuring consistent quality across all touchpoints. The ideal candidate will have a proven background in hospitality management, with a strong emphasis on customer service excellence and remote team leadership. You will act as the primary point of contact for guest feedback, resolving issues efficiently and professionally, and identifying areas for service improvement. This role requires exceptional communication skills, a proactive approach to problem-solving, and the ability to foster a positive and guest-centric culture within a virtual environment. Responsibilities include:

• 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.

Qualifications:

• 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.

This is an excellent opportunity to lead guest services from a remote capacity and make a significant impact.

Our client is seeking an exceptional Guest Services Manager to lead their remote guest relations team. This is a fully remote position, offering the flexibility to work from anywhere in the UK. You will be responsible for setting the standard for exceptional guest experiences, managing a team of remote guest service representatives, and ensuring seamless communication and support for all guests. The ideal candidate possesses outstanding interpersonal skills, a deep understanding of hospitality principles, and a proven ability to lead and motivate a distributed team. This role is crucial for maintaining our client's reputation for unparalleled customer care.

Key Responsibilities:

• 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.

Qualifications and Experience:

• 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.

Our client, a leading name in the hospitality sector, is seeking an experienced and customer-focused Guest Services Manager to lead their operations on a fully remote basis. This exciting opportunity is perfect for a seasoned hospitality professional looking to leverage their skills in managing guest experiences and team performance from anywhere in the UK.

In this remote role, you will be responsible for overseeing all aspects of guest services, ensuring exceptional customer satisfaction and operational efficiency. You will lead and motivate a remote team of guest service representatives, setting high standards for service delivery and providing ongoing training and development. Your duties will include managing guest feedback, resolving complex complaints, and implementing strategies to enhance the overall guest journey. You'll work closely with various departments, including marketing, sales, and operations, to ensure a seamless guest experience from booking to post-stay.

Key Responsibilities:

• 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.

The ideal candidate will have a proven track record in hospitality management, with at least 4 years of experience in guest services or a similar role. A diploma or degree in Hospitality Management or a related field is preferred. Exceptional interpersonal, communication, and problem-solving skills are essential. Proficiency in using CRM and property management systems is required. The ability to inspire and manage a remote team effectively, foster a positive work environment, and maintain a high level of attention to detail in a remote setting is crucial.

Our client is seeking an exceptional Head Concierge & Guest Services Manager to lead their renowned hospitality team in Sheffield, South Yorkshire, UK . This is a pivotal role, responsible for overseeing all aspects of guest services to ensure an unparalleled guest experience. You will be the epitome of hospitality, setting the standard for excellence and anticipating the needs of a discerning clientele. Your responsibilities will include managing the daily operations of the concierge desk, coordinating bespoke guest requests, from exclusive dining reservations and transportation arrangements to private tours and event ticketing. You will lead, train, and inspire a team of concierge professionals, fostering a culture of proactive service and attention to detail. The ideal candidate will possess a deep understanding of luxury hospitality, impeccable communication skills, and a passion for creating memorable experiences. You will work closely with other hotel departments, including front desk, housekeeping, and food and beverage, to ensure seamless service delivery. This role requires exceptional problem-solving abilities and the capacity to handle high-pressure situations with grace and efficiency. A strong local knowledge of Sheffield and its surrounding attractions is essential, as is the ability to maintain an extensive network of contacts with local businesses and service providers. You will also be involved in developing and implementing service standards and training programs to continuously elevate the guest experience. Previous experience in a similar senior role within a luxury hotel or high-end hospitality establishment is mandatory. A proactive approach, a polished demeanour, and a genuine commitment to exceeding guest expectations are paramount. This is an exciting opportunity to join a prestigious establishment and make a significant impact on its reputation for service excellence.

Key Responsibilities:

• Lead and manage the concierge team, providing guidance and training.
• Oversee all guest requests and ensure timely and efficient resolution.
• Develop and maintain relationships with local vendors and service providers.
• Implement and uphold exceptional service standards.
• Anticipate guest needs and proactively offer solutions.
• Manage concierge budget and resources effectively.
• Liaise with other hotel departments to ensure seamless operations.
• Handle guest complaints and resolve issues with professionalism and tact.
• Maintain up-to-date knowledge of local attractions, events, and transportation.

Qualifications:

• Proven experience in a senior concierge or guest services management role.
• Exceptional interpersonal and communication skills.
• Strong leadership and team management abilities.
• Extensive knowledge of the local area.
• Proficiency in hospitality management software.
• Ability to remain calm and efficient under pressure.
• A passion for delivering outstanding guest service.
• Fluency in English; additional languages are a plus.

**WELCOME TO A WORLD OF OPPORTUNITIES AT THE UKu2019s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! -** No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. u201cTo share the light and warmth of hospitalityu201d. With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.

# **HOT0AA0E**

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**Hourly rate** of u00a313.20 an hour

Please note, this role follows a 4 on, 4 off 12 hour shift Pattern (8AM -8PM).

**A WORLD OF REWARDS**
**Incentive scheme** **Smart uniform** **provided** andlaundered **Free, healthy** **and high quality** **meals** when on duty **Grow your Career** **Personal Development** programmes designed to support you at every step of your career **A chance to make a difference** through our Corporate Responsibility programmes u2013 Find out what and how we are doing ( **Team Member Travel Program:** discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets) **Team Member Referral Program** **Discounted dental and health cover** **High street discounts:** with Perks at Work **Free car park** **Subsidised Taxi** between 12am and 7am **Holiday:** 28 daysincluding bank holidays (increasing yearly to up to 33 days) **Guest Experience Day:** 1 night stay with breakfast and dinner **Modern and inclusive** Team Memberu2019s areas

A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

**What will I be doing?**

As a Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Cover Duty Manager shifts Meet, greet and direct Guests who enter the lobby area Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations Manage, record and resolve promptly Guest or customer complaints Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget Maintain good communication and work relationships in all hotel areas Maintain staffing levels to meet business demands Attend all Reception meetings and Executive Lounge Meetings Comply with hotel security, fire regulations and all health and safety legislation Act in accordance with policies and procedures when working with front of house equipment and property management systems Assist with other departments, as necessary

**What are we looking for?**

Guest Relations Managerserving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Previous managerial experience in a customer service function An ability to listen and respond to demanding Guest needs Excellent leadership, interpersonal and communication skills Accountable and resilient Commitment to delivering a high level of customer service Ability to work under pressure Flexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience in a customer service function or a similar role A passion for delivering an exceptional level of Guest service High level of IT proficiency

**EVERY JOB MAKES THE STAY.** At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests u2013 and behind every job, thereu2019s an extraordinary person working to make each Stay magical. Thatu2019s why at Hilton, Every Job Makes the Stay.

**Find out more about all our brands and hotels -** **Hilton Brands | Global Hospitality Company**

**Job:** _Guest Services, Operations, and Front Office_

**Title:** _Guest Relations Manager_

**Location:** _null_

**Requisition ID:** _HOT0BSY0_

**EOE/AA/Disabled/Veterans**