Guest Services Manager

As our Guest Services Manager, you'll be at the heart of the action - leading your team, driving results and creating memorable experiences for every guest. Your role will include the following responsibilities:

• Reporting into the Front Office Manager leading the Guest Services team to deliver exceptional service ensuring all guest requests and experiences are handled efficiently and professionally.
• Leading, coaching and developing the Guest Services team to maintain high service standards and operational performance.
• Managing rotas and staffing levels to ensure coverage across shifts while supporting departmental budgets.
• Handling guest queries, requests and escalations ensuring issues are resolved promptly and to the satisfaction of guests.
• Collaborating with Front Office, Housekeeping and other departments to ensure seamless service delivery and communication.
• Ensuring compliance with hotel policies, procedures and health and safety standards across all Guest Services operations.
  
  Experience as a Guest Services Manager, Concierge Manager or similar role in a hotel or resort environment
• Proven leadership experience managing guest-facing teams.
• Excellent communication, problem-solving and conflict resolution skills.
• Strong organisational skills with the ability to manage multiple priorities and busy shifts.
• Experience with hotel property management systems and guest services operations.
• A strong focus on delivering exceptional guest experiences and maintaining operational standards.
  
  We're on the look for a passionate and hands-on Guest Services Manager (Full-Time) to lead our team and bring their energy to the Kimpton Clocktower Hotel!
Kimpton Clocktower Hotel is a Manchester icon - a bold blend of grand Victorian architecture and playful, contemporary design. We're a little bit classic, a little bit rebellious and always full of character! From buzzing social spaces to unforgettable dining and events, we create stays that feel vibrant, personal and anything but ordinary., At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business. We provide equal employment opportunities to all applicants and colleagues without regard to race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.


• Financial Perks: up to £33,000.00 per annum, guaranteed hours, free meal on shift, paid holidays, enhanced sick pay, subsidised travel for unsocial hours, plus Wagestream to save, track, and access your pay anytime.
• Career Growth: Training programmes, global progression opportunities and 2 paid volunteering days per year. IHG was recognised as a 'Best Employer 2025' UK by Mercer.
• Colleague Perks: Discounts at 6,000+ IHG hotels worldwide, plus friends & family rates. Extra savings through our perks portal on shopping, experiences and more.
• Wellbeing: Generous maternity/paternity pay, 24/7 employee assistance, and access to mental health first-aiders.
• Refer a Friend: Share the opportunity and reap rewards when your friends join!