Guest Services Manager

Job Ref: KGH11870Branch: Holiday Inn Ashford CentralLocation: Holiday Inn Ashford Central, AshfordSalary/Benefits: From £12\.71 per hour plus benefits and monthly service chargeContract type: PermanentHours: Full TimeShift pattern: Variable includes evenings, weekends and holidaysHours per week: 40Posted date: 22/06/2026Closing date: 24/07/2026

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.

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.

Benefits

Our rewards package includes:

• Discounted hotel stays around the globe, with food and beverage discounts.


• Attractive discounts across many major retailers, restaurants, and events.


• FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms).


• Personal and career development


• Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.

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 that make us proud.

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

A convenient hotel with restaurant, free parking and close proximity to the Eurostar station at Ashford

Holiday Inn® Ashford \- Central hotel is only 2 miles from Ashford International Station.

Regular Eurostar trains travel to Lille, Paris and Brussels, and services to Central London take just 40 minutes. There's easy access to the ferries at Dover and Folkestone via the nearby M20 motorway. Canterbury Cathedral, a World Heritage site, is only 14 miles away, and the adjacent King's Mile is lined with independent shops and charming pubs. Take the family to spot lions, tigers and gorillas on a safari\-style trip through Port Lympne Reserve, or explore Leeds Castle on an island in the River Len, both within a short drive. Local businesses cluster conveniently nearby at the Orbital and Eureka business parks. You can host a wedding or an event for up to 125 guests in our 4 onsite meeting suites

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