Guest Service Manager

RBH Hospitality

  • London
  • Permanent
  • Full-time
  • 12 days ago
JOIN USAt RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...OUR HOTELA central London hotel near Southwark Tube station with free WiFi and free breakfast. Holiday Inn Express® London - Southwark hotel is based in central London, near the Tate Modern. To the hotel is a quick walk from Southwark and Blackfriars Tube stations for easy access around the capital, and the Southwark Tube station gets you to London City Airport in less than half an hour. Within easy reach, the expansive Borough Market offers artisan treats, produce and specialty products, while a 30-minute walk along the River Thames takes you to the iconic Big Ben and Westminster Abbey. Or hop on the Tube to be there in 10 minutes. Business guests are within a 20-minute walk of The Shard and the London Stock Exchange.OUR BENEFITSYou will have access to a benefits package we believe truly works for our people
  • Discounted hotel room rates for you and your friends & family
  • An additional day's leave for your birthday
  • Enhanced Maternity, adoption & shared parental leave
  • Course Sponsorship
  • 30% F&B discount at RBH hotels
  • Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
  • Flexible working arrangements
  • Wagestream - choose how and when you get paid
  • Life Insurance
  • Employee Assistance Programme
  • Social and wellness events and activities all year round
  • Free meals on duty saving you over £1000 per year
And much much more!A DAY IN THE LIFE OF A GUEST SERVICE MANAGER AT OUR HOTELWhat you'll be doing...Ensure seamless check-in/check-out procedures and deliver outstanding service. Promptly address guest needs and resolve concerns to build loyalty and enhance satisfaction.Train and mentor, the guest service team, Foster a positive, empowered, and collaborative work culture with regular coaching and performance support.Oversee the guest service team on duty, including room assignments, system opening/closing, accurate billing, and maintaining guest records. Ensure processes are efficient, professional, and aligned with IHG - Holiday Inn Express and brand standards. Ensure all relevant paperwork is completed in line with financial standards. * Strong organisation skills, consensus building skills, effective conflict management skills and affective change management skills
  • Act as a brand ambassador by embodying the HIEX style, promote IHG One Reward membership and engage guests with a personalized, energetic approach.
  • Act as the hotel’s primary point of contact for guest complaints and escalations on duty. Lead Duty Manager shifts and coordinate with Housekeeping, Maintenance, and Breakfast Team to ensure smooth cross-departmental operations.
  • Motivate the Guest Service Assistans to meet upselling targets by offering room upgrades and additional services.
  • Ensure front desk operations meet safety protocols, lead emergency procedures when required, and uphold a secure environment for guests and staff.
  • Support on day-to-day shift activities, including breakfast setup.
  • Guide and support team members through coaching and on-the-job training, ensuring high service standards and professional development.
  • Proactively respond to guest feedback and handle any issues with confidence, ensuring every experience is memorable for the right reasons.
  • Manage inventory and stock levels across F&B outlets.
  • Maintain cleanliness and safety standards throughout all service areas in line with health, safety, and IHG brand compliance.
  • Ensure health & safety standards are strictly followed.
  • Monitor guest feedback and make improvements to enhance the offering.
  • Manage daily tasks like calls, emails, and reservations with efficiency, staying cool under pressure.
  • Go the extra mile for special requests, adding that extra touch to make guests’ stays memorable.
WHAT WE NEED FROM YOU
  • Experience in a manager role preferably in hospitality.
  • A welcoming personality who loves connecting with people and making their day brighter.
  • Strong communication skills, comfortable chatting with guests and coordinating with team members.
  • Sharp attention to detail, especially when it comes to handling guest needs and reservations.
  • A problem-solver who can think on their feet, handling any situation with a positive attitude.
  • Team spirit, ready to jump in wherever needed to keep things flowing smoothly.
  • High energy and adaptability, thriving in a fast-paced environment where no two days are the same.
EQUAL OPPORTUNITIESRBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact .

RBH Hospitality