Senior Guest Service Manager

Senior Guest Service Manager (Front Office)

40 hours per week over 7 days.

About the Role

As a Senior Guest Service Manager, you will lead the front office operations, ensuring safety, service quality and guest satisfaction, while managing staff, resources and brand standards.

Responsibilities

• Carry out Duty Manager shifts, ensuring the safety and security of hotel guests and staff.
• Recruit, train, and develop members of the Front Office Team.
• Complete the weekly rota for the department.
• Place and manage orders for the front office department.
• Drive loyalty through Hilton Honors enrolments.
• Set targets and incentives for your team.
• Deliver great guest scores and operate to brand standards.
• Welcoming guests, making their first impression unforgettable from check-in to check-out.
• Serve simple meals and drinks.
• Identify potential sales leads.
• Work with housekeeping and maintenance teams to quickly handle guest requests.
• Manage daily tasks such as calls, emails and reservations with efficiency, staying calm under pressure.
• Go the extra mile for special requests to make guests’ stays memorable.

Qualifications

• Previous experience in a similar role.
• A welcoming personality who loves connecting with people.
• Strong communication skills, comfortable chatting with guests and coordinating with team members.
• Sharp attention to detail, especially when 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.

Benefits

• Discounted hotel room rates for you and your friends & family.
• 50% discount on food & drink while on duty.
• Hilton Learning & Development platform for all training requirements.
• 50% F&B discount at Hilton hotels when staying on Team Member Rates.
• Incentive schemes.
• Access to WeCare app – a solution designed to support your mental, physical, social and financial wellbeing, providing access to 24/7 UK‑based online GP appointments, mental health counselling, a get‑fit programme, legal and financial guidance plus much more.

Compensation: Competitive salary

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