Guest Service Manager
Job Ref: KGH11923Branch: Holiday Inn LancasterLocation: Holiday Inn Lancaster , LancasterContract type: PermanentHours: Full TimeShift pattern: Variable includes evenings, weekends and ChristmasHours per week: 40Posted date: 30/06/2026Closing date: 28/07/2026
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.
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.
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.
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.
A modern Lancaster hotel just off the M6 motorway, with free parking, free WiFi and an indoor pool. Whether you are looking for a place to meet up with friends or work colleagues, the Open Lobby at Holiday Inn Lancaster hotel has all that you need! Open all day, the bar is perfect for informal meetings or for catching up with friends. Sky Sports is shown on the widescreen TV so you can watch live events or catch up on the day’s action. At the Holiday Inn Lancaster, you can also host meetings for up to 100 people in seven flexible conference rooms with AV equipment and free WiFi.
This listing is from indeed. View original listing ↗