Guest Service Manager

• Leading and Developing the Team

  • Support, coach, and motivate front office colleagues to achieve exceptional standards.
  • Conduct daily briefings and regular team communications.
  • Deliver ongoing training and development to keep teams focused on guest service excellence.
  • Conduct regular performance conversations and provide constructive feedback.
  • Foster a culture of engagement, recognition, and continuous improvement.
  • Support recruitment, onboarding, and colleague development initiatives.

• Driving Operational Excellence

  • Ensure all Front Office procedures, systems, and cash handling processes are completed accurately and in line with company policies.
  • Work closely with the Front Office Manager to optimise room allocations and maximise guest satisfaction.
  • Monitor guest feedback and identify opportunities for service improvement.
  • Ensure all brand standards and operational procedures are consistently maintained.
  • Collaborate with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure seamless guest experiences.

• Health, Safety & Compliance

  • Maintain compliance with all hotel policies, health and safety procedures, and security standards.
  • Promote safe working practices throughout the department.
  • Ensure operational controls and hotel assets are protected at all times.
  • Support compliance with Hyatt and RBH brand standards.

THE IMPACT YOU’LL HAVE

You will be at the heart of the guest experience, ensuring every stay exceeds expectations. Your leadership, attention to detail, and passion for service will help drive guest satisfaction, colleague engagement, and the overall success of the hotel.

Through your ability to motivate others and create memorable guest interactions, you will help strengthen Hyatt Place London City East's reputation as one of East London's most exciting hospitality destinations.

What We Need From You

To succeed in the role of Guest Service Manager, you will bring:

• Previous experience within a Front Office, Guest Services, or Duty Management role.
• A passion for delivering exceptional guest experiences.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Experience handling guest feedback and resolving issues effectively.
• Strong organisational skills with excellent attention to detail.
• A proactive and positive approach to problem-solving.
• The ability to work effectively in a fast-paced environment.
• Knowledge of hotel systems and Front Office operations.
• Flexibility to work shifts, including evenings, weekends, and holidays.

WHY YOU’LL LOVE THIS ROLE

This is the perfect opportunity for someone looking to develop their hospitality leadership career within a globally recognised brand.

You’ll gain exposure to a busy city-centre operation, work with a talented team, and play a key role in creating memorable guest experiences whilst developing your leadership skills in a supportive and ambitious environment.

What We Offer

You will have access to a benefits package we believe truly works for our people:

• Competitive salary.
• Discounted hotel room rates for you and your friends & family.
• Pension scheme.
• Enhanced family-friendly benefits.
• Employee Assistance Programme.
• Wagestream – choose how and when you get paid.
• Meals on duty.
• Learning and development opportunities.
• Career progression opportunities across RBH's growing portfolio.
• Social and wellbeing events throughout the year.
• …and much more.

EQUAL OPPORTUNITIES

RBH 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 recruitment process you require reasonable adjustments, please let us know.