Guest Service Manager
$31,200–$31,200 year
On-siteLondon, England, United Kingdom
Job Summary
Lead the Guest Service Manager role by supervising Reception and Guest Relations teams, ensuring seamless guest journeys from arrival through departure. Act as the senior Front Office representative during shifts, coordinating closely with Housekeeping to manage room availability, allocations, and out-of-order rooms. Escalate operational matters as needed while maintaining Marriott brand standards and resolving guest complaints professionally. Coach and develop Front Office Associates and Supervisors, conduct daily shift briefings, and handle VIP arrivals, group bookings, and special requests. Promote Marriott Bonvoy enrolment and revenue opportunities while monitoring guest feedback to implement satisfaction improvements. Manage departmental rotas, payroll administration, and cash handling procedures to support the Front Office Manager. Work flexible shifts including weekends and bank holidays within the Cura Kensington, a Tribute Portfolio Hotel in West London.
Required Qualifications
- Previous supervisory or management experience within a Front Office department in a quality hotel environment
- Strong knowledge of Front Office operations and guest service excellence
- Good understanding of Housekeeping coordination and hotel operations
- Excellent leadership, coaching, and team development skills
- Strong communication, organisational, and problem-solving abilities
- Commercially aware with experience promoting upselling and guest satisfaction initiatives
- Flexible, hands-on, and able to work a variety of shifts, including weekends and bank holidays
Desired Qualifications
- Experience within Marriott International or another international hotel brand
- Experience using Opera PMS (Opera Cloud preferred)
- Experience using Marriott systems
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.