Guest Services Manager

DoubleTree by Hilton Chester

As Guest Services Manager, you’ll be at the heart of the hotel operation – leading the team on shift and making sure everything runs smoothly for our guests, our team and the wider hotel. From overseeing Reception and guest service to supporting F&B operations and handling any issues that arise, you’ll be the person who keeps things moving and ensures our standards are consistently met.

What you’ll be doing:

Hotel Operations & Guest Services

• Acting as the Hotel Duty Manager when on shift, taking responsibility for the smooth and efficient running of the hotel.

• Completing a full handover at the start and end of each shift, ensuring important guest and operational information is communicated.

• Supervising the Guest Services team and ensuring all duties are completed to the required standards.

• Monitoring Reception operations and ensuring hotel systems and procedures are followed correctly.

• Carrying out daily room audits and working closely with Housekeeping to resolve any issues.

• Handling and resolving guest complaints professionally, ensuring appropriate service recovery is provided and recorded.

• Ensuring conference rooms, bars and F&B areas are correctly prepared for guest requirements and events.

F&B & Hotel Operations

• Supporting the smooth running of breakfast and dinner operations, particularly during busy periods.

• Supporting the team on the floor when required and making sure service standards are maintained.

• Ensuring the bar is clean, well presented and operated in line with health, hygiene and licensing requirements.

• Monitoring stock control procedures and supporting accurate departmental reporting.

• Ensuring cash handling, credit procedures and payment processes are followed correctly.

Team Leadership

• Supervising and supporting the team throughout each shift, ensuring colleagues arrive on time and are prepared for their duties.

• Coaching and retraining team members where standards or procedures are not being followed.

• Supporting the induction and training of new Guest Service Assistants, ensuring they complete the required company, department and skills training.

• Managing performance issues that arise during a shift and escalating concerns to the Operations Manager or General Manager where appropriate.

• Preparing efficient and cost-effective rotas in line with business levels and completing payroll requirements using the relevant systems.

• Providing cover for Night Managers and Night Auditors during periods of absence when required.

Systems, Compliance & Safety

• Using hotel systems, including Opera and Concerto, to resolve guest, operational and financial queries efficiently.

• Ensuring all relevant hotel systems are kept up to date and new brand standards are implemented.

• Monitoring security across the hotel and reporting and resolving maintenance, lighting, cleanliness or other issues as required.

• Ensuring GDPR, PCI DSS, cash handling, Health & Safety, fire and security procedures are followed at all times.

• Protecting guest and business information and reporting any data breaches immediately.

• Monitoring key operational and financial information, including occupancy, rooms sold, ADR, RevPAR, revenue, food cost and payroll margins.

What we’re looking for:

• Previous management or supervisory experience within a hotel, hospitality or customer-focused environment.

• A confident and hands-on leader who can supervise and support a team across a busy hotel operation.

• Excellent communication and interpersonal skills, with a genuine focus on delivering great guest experiences.

• Strong organisational skills and attention to detail, with the ability to manage multiple priorities during a shift.

• Good understanding of hotel operations, guest service and operational standards.

• Comfortable working with hotel systems and handling basic financial and operational information.

• A good understanding of Health & Safety, security, cash handling and data protection requirements.

• A proactive problem-solver who remains calm and professional when dealing with challenging situations.

• Flexibility to work across different shifts and provide support across the hotel when required.

Fancy joining our team?

We are an equal opportunities employer and welcome applications from all suitably qualified candidates regardless of race, sex, disability, religion or belief, sexual orientation or age.