Guest Service Manager

Guest Service Manager

Holiday Inn Express – Ealing, London

At Holiday Inn Express Ealing, we’re looking for exceptional individuals who are passionate about hospitality and committed to delivering outstanding guest experiences. Our 106\-room hotel offers modern comfort with a warm, friendly service that stands out – even in the heart of London.

We are currently seeking a Guest Service Manager to join our dedicated team on a full\-time basis. If you're motivated, professional, and bring personality and passion to everything you do, we want to hear from you.

About the Role

Reporting to the General Manager, the Guest Service Manager plays a key leadership role within the hotel. You’ll work closely with a small, dynamic team to ensure smooth daily operations, deliver excellent service, and handle guest feedback effectively. This is a hands\-on, front\-facing position where you’ll lead by example, motivating your team to exceed guest expectations at every opportunity.

You’ll need to be proactive, adaptable, and confident in decision\-making, with a genuine passion for delivering hospitality that goes above and beyond.

Key Responsibilities

• Lead, motivate and develop the front\-of\-house team to deliver exceptional guest service aligned with Holiday Inn Express brand standards.


• Ensure team readiness at the start of each shift and provide support during busy periods.


• Handle guest feedback and complaints with professionalism and efficiency, ensuring timely resolution and follow\-up.


• Promote a service culture where guest satisfaction is a top priority and positive feedback is regularly achieved.


• Maintain a solid understanding of hotel systems and tools (e.g. HotelKey, credit card terminals, etc.).


• Encourage continuous improvement, upskilling team members through coaching and hands\-on training.


• Ensure effective daily communication within the team and across departments.


• Maintain strict security procedures and report any potential risks to the General Manager.

• Previous experience in a similar supervisory or managerial role (e.g. Reception Team Leader or Assistant Front Office Manager).


• Strong leadership and interpersonal skills, with a hands\-on approach to problem solving.


• Calm under pressure and capable of making sound decisions independently.


• A passion for hospitality and genuine care for creating memorable guest experiences.


• Excellent communication skills and a keen eye for detail.

We believe in supporting our people so they can thrive – both professionally and personally. Here’s what we offer:

• A competitive salary


• Ongoing career development and training opportunities


• Incentive and bonus programmes


• Pension scheme


• Discounted hotel room rates for you, your friends, and family


• A supportive, friendly work environment with clear communication from leadership

If you're an experienced hospitality professional ready to grow your career and make a real impact, we’d love to hear from you. Apply now by sending your CV – and take the first step toward joining our winning team at Holiday Inn Express Ealing.

Job Types: Full\-time, Permanent

Pay: £26,500\.00\-£27,000\.00 per year

Benefits:

• Employee discount

• London W13 9BP: reliably commute or plan to relocate before starting work (preferred)

• Hotel Reception in UK : 2 years (required)

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