66 Hotel Managers jobs in London

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

• Develop and implement a comprehensive vision and strategy for remote guest services, ensuring seamless and exceptional guest interactions across all digital channels.
• Lead, recruit, train, and manage a global team of remote guest service professionals, fostering a culture of empathy, efficiency, and continuous improvement.
• Define and monitor key performance indicators (KPIs) for guest satisfaction, response times, resolution rates, and overall service quality.
• Implement and manage cutting-edge customer service technologies, including CRM systems, AI-powered chatbots, and advanced communication platforms.
• Design and refine service protocols, escalation procedures, and knowledge base content to ensure consistent and accurate support.
• Proactively gather and analyse guest feedback and service data to identify trends, pain points, and opportunities for enhancing the guest experience.
• Collaborate with product, marketing, and operations teams to ensure alignment and integrate guest service insights into business strategies.
• Manage the budget for the remote guest services department, optimising resource allocation for maximum impact.
• Stay ahead of industry best practices and emerging technologies in customer service and remote operations.
• Champion a guest-centric approach throughout the organisation and advocate for the guest's voice.
• Develop and oversee loyalty programs and proactive engagement initiatives to enhance guest retention.
• Ensure compliance with data privacy regulations and security protocols in all guest interactions.

• A Bachelor's degree in Business Administration, Hospitality Management, Marketing, or a related field. A Master's degree is a plus.
• Minimum of 8 years of progressive experience in customer service leadership, with at least 5 years specifically focused on building and managing remote or distributed teams and digital guest services.
• Proven success in developing and executing innovative customer service strategies that drive guest satisfaction and loyalty.
• Strong understanding of modern CRM systems, helpdesk software, and digital engagement tools.
• Exceptional leadership, communication, and interpersonal skills, with the ability to inspire and motivate a remote workforce.
• Strategic thinking and problem-solving capabilities, with a data-driven approach to decision-making.
• Experience within the leisure, entertainment, or hospitality sectors is highly desirable.
• Demonstrated ability to thrive in a fast-paced, dynamic, and fully remote work environment.
• Proficiency in multiple languages is a plus.

• Lead, motivate, and manage department heads to ensure operational excellence and achievement of financial targets.
• Develop and implement operational strategies to enhance guest satisfaction, service quality, and revenue generation.
• Oversee departmental budgets, control costs, and optimize resource allocation.
• Ensure compliance with all health, safety, licensing, and employment regulations.
• Manage and resolve guest complaints and service issues promptly and effectively.
• Monitor operational performance through key performance indicators (KPIs) and implement corrective actions as needed.
• Collaborate with the General Manager on strategic planning, capital expenditure, and business development.
• Drive initiatives to improve operational efficiency and introduce innovative service practices.
• Recruit, train, develop, and appraise the performance of operational staff.
• Maintain high standards of presentation, cleanliness, and maintenance throughout the hotel.
• Foster a positive and collaborative work environment that encourages teamwork and professional growth.
• Develop and maintain strong relationships with suppliers and external stakeholders.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 5 years of progressive experience in hotel operations management, with a proven track record in a similar capacity.
• In-depth knowledge of hotel operations, including Front Office, F&B, Housekeeping, and MICE.
• Strong financial acumen, with experience in budgeting, forecasting, and P&L management.
• Exceptional leadership, communication, and interpersonal skills.
• Demonstrated ability to manage and motivate diverse teams in a fast-paced environment.
• Proficiency in hotel management systems (PMS) and relevant software.
• Strong problem-solving and decision-making abilities.
• A commitment to delivering exceptional customer service and upholding brand standards.
• Fluency in English is essential; knowledge of additional languages is an advantage.
• Availability to work flexible hours, including evenings, weekends, and holidays as required.

• Oversee and manage the daily operations of Front Office, Housekeeping, Food & Beverage, and other guest-facing departments.
• Ensure the delivery of exceptional guest service, addressing and resolving guest concerns promptly and professionally.
• Develop and implement operational strategies to enhance guest satisfaction, operational efficiency, and revenue generation.
• Manage departmental budgets, control costs, and optimize resource allocation.
• Lead, train, and motivate a diverse team of hospitality professionals, fostering a culture of service excellence.
• Develop and maintain high standards of service, presentation, and cleanliness across all operational areas.
• Collaborate closely with other department heads, including Sales, Marketing, and HR, to achieve overall hotel objectives.
• Ensure compliance with all health, safety, and security regulations.
• Conduct regular staff meetings and performance reviews.
• Implement and monitor key performance indicators (KPIs) for operational departments.
• Manage vendor relationships and ensure timely procurement of supplies and services.
• Identify opportunities for process improvements and implement best practices.
• Contribute to the development and execution of strategic plans for the hotel.
• Maintain strong relationships with guests and anticipate their needs.
• Handle emergency situations effectively and professionally.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 5 years of progressive experience in hotel operations management, with a proven track record in a luxury hotel environment.
• Comprehensive knowledge of hotel operations, including Front Office, Housekeeping, F&B, and Revenue Management.
• Strong leadership, interpersonal, and communication skills.
• Excellent problem-solving and decision-making abilities.
• Proven ability to manage budgets and control costs effectively.
• Experience with hotel management systems (PMS) and other relevant software.
• A passion for delivering outstanding guest experiences.
• Ability to work under pressure and adapt to changing demands.
• Strong understanding of health, safety, and licensing regulations.
• Fluency in English; additional languages are a plus.
• Flexibility to work varied hours, including evenings, weekends, and holidays as required by business needs.

• Direct and manage all hotel departments, including Front Office, Housekeeping, Food & Beverage, and Maintenance, to ensure seamless operations.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Oversee budget preparation and financial management, driving revenue growth and cost control.
• Ensure compliance with all health, safety, and licensing regulations.
• Recruit, train, motivate, and develop a high-performing team of hotel staff.
• Conduct regular operational assessments and implement improvements to service delivery.
• Manage relationships with suppliers and service providers.
• Handle guest complaints and resolve issues effectively and professionally.
• Contribute to the hotel's marketing and sales efforts.
• Maintain the hotel's brand standards and reputation for excellence.

• Proven experience in a senior management role within the hospitality industry.
• Strong knowledge of hotel operations, revenue management, and financial reporting.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage budgets and control costs.
• Proficiency in hotel management software.
• A commitment to providing exceptional guest service.
• Ability to work effectively in a fast-paced, demanding environment.
• Strategic thinking and problem-solving capabilities.
• A degree in Hospitality Management or a related field is preferred.
• Passion for the hospitality sector and driving operational success.