IHG
Guest Services Manager
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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.
Responsibilities:
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.
Requirements:
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We want a true guest-pleaser - a leader who thrives on delivering unforgettable experiences and brings out the best in their team. Plus, we’re looking for someone who has…
- 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.
Benefits:
Joining the Kimpton family isn’t just about providing our guests with excellent service - we’ve secured a spot in Fortune’s ‘100 Best Companies to Work For’ 7 times since 2009, and it’s no surprise why! We can offer you…
- 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!
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If you’re someone who likes to march to the beat of your own drum and wants to join a company that celebrates authentic individuality, apply today! Check out our Instagram page @kimptonclocktower to see more.
About the Role:
As a Guest Services Manager, you’ll be 100% you, bringing your authentic personality to everything you do; be the ultimate host, confidently leading yourself and making creative decisions that elevate every interaction; and spark joy, using every tool available to craft meaningful and memorable experiences.
You must meet the legal requirements to work in the UK.
Equal Opportunity Employer:
As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process. Please let us know if you require any adjustments or support at any stage, and your recruiter will assist you accordingly.
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.
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