Guest Service Manager

Job Ref: KGH11736Branch: Holiday Inn Rochester ChathamLocation: Holiday Inn Rochester Chatham, ChathamSalary/Benefits: £28516\.80 per annum, plus benefits and monthly service chargeContract type: PermanentHours: Full TimeShift pattern: Variable includes evenings, weekends and holidaysHours per week: 40Posted date: 27/05/2026Closing date: 26/06/2026

As Guest Service Manager, you’ll inspire a multiskilled team delivering across all guest\-facing areas. While your background may be focused towards Front Office, FB or Meetings Events, your leadership will shape the whole Guest Service function, and you will receive full training to lead confidently across all front facing areas, giving you the experience you need to take the next step towards an Operations or Hotel Manager role.

This role reports directly to the Hotel Manager.

What you’ll do

• Lead, coach, and inspire a multiskilled Guest Service team across Front Office, Food Beverage, and Meetings Events.


• Drive service excellence across every guest interaction, from check in to dining


• Handle guest feedback and resolve issues quickly, turning challenges into positive outcomes.


• Ensure compliance with safety, security, and operational standards across the hotel.


• Monitor performance against KPIs, driving sales opportunities while effectively managing costs and resources.


• Take accountability for a guest service function and KPIs, as set out by the Hotel Manager


• Partner with other hotel departments to keep operations running smoothly and deliver seamless guest experiences.

Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at recruitment@kewgreenhotels.com.

What we’re looking for

• Experience in a senior guest service role (eg. Front Office Manager/Supervisor, FB Manager/Supervisor, ME Manager/Supervisor, or Duty Manager).


• Strong understanding of hotel guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling


• Strong leadership and communication skills. You inspire and motivate, but aren’t afraid of tough conversations when needed.


• Keen to grow beyond your current area of expertise and develop skills across all areas of hotel operations.

Whats in it for you

Our rewards package includes:

• Career development through fully funded apprenticeships and our internal development programme.


• Discounts on hotel stays and a variety of major retailers, restaurants and days out.


• Free use of our gyms, pools, and leisure facilities.


• 24/7 access to wellbeing, financial, and legal support.

Next steps

If you’re shortlisted, we’ll give you a quick call to learn more about you and answer your questions. Candidates who progress will then be invited to meet the Hotel Manager for an in\-person interview.

We review applications as they come in, so apply early to avoid missing out. We may close the role once we’ve found the right person.

*At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at* *recruitment@kewgreenhotels.com* *\- we’re here to support you.*

Who are Kew Green Hotels?

Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people\-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.

Learn more about who we are and what drives us at www.kewgreenhotels.com.

Our family tree has been growing since 2001, but we now have 55 hotels in our UK portfolio, offering careers across a range of international brands including IHG, Marriott, Accor and Hilton Hotels Resorts. And if that isn’t enough, we additionally offer unique opportunities internationally. Despite our size, you can speak to any member of our management community and they will tell you that we still feel very much like a family who enjoys working together – over 89% of respondents in our recent employee survey told us they are satisfied working with us!

Food for thought? Here at Kew Green Hotels, our employees are at the centre of delivering outstanding experiences to our guests every day. We know that means finding the right personality is key – you’ll also be outstanding and have the ability to easily build relationships, alongside having a commercially\-savvy mind set

This listing is from indeed. View original listing ↗