Job Ref: KGH11645
Branch: Holiday Inn Stoke on Trent
Location: Holiday Inn Stoke on Trent, Newcastle-under-Lyme
Salary/Benefits: £27,000 per annum, plus benefits and monthly service charge
Contract type: Permanent
Hours: Full Time
Shift pattern: Variable includes evenings, weekends, Christmas and Bank Holidays
Hours per week: 40
Posted date: 07/05/2026
Closing date: 09/06/2026
As Guest Service Manager, you’ll inspire a multiskilled team delivering across all guest-facing areas. While your background may be focused towards Front Office, FB or Meetings Events, your leadership will shape the whole Guest Service function, and you will receive full training to lead confidently across all front facing areas, giving you the experience you need to take the next step towards an Operations or Hotel Manager role.
This role reports directly to the Hotel Manager.
What you’ll do
- Lead, coach, and inspire a multiskilled Guest Service team across Front Office, Food Beverage, and Meetings Events.
- Drive service excellence across every guest interaction, from check in to dining
- Handle guest feedback and resolve issues quickly, turning challenges into positive outcomes.
- Ensure compliance with safety, security, and operational standards across the hotel.
- Monitor performance against KPIs, driving sales opportunities while effectively managing costs and resources.
- Take accountability for a guest service function and KPIs, as set out by the Hotel Manager
- Partner with other hotel departments to keep operations running smoothly and deliver seamless guest experiences.
Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at [email protected].
What we’re looking for
- Experience in a senior guest service role (eg. Front Office Manager/Supervisor, FB Manager/Supervisor, ME Manager/Supervisor, or Duty Manager).
- Strong understanding of hotel guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling
- Strong leadership and communication skills. You inspire and motivate, but aren’t afraid of tough conversations when needed.
- Keen to grow beyond your current area of expertise and develop skills across all areas of hotel operations.
Whats in it for you
Our rewards package includes:
- Career development through fully funded apprenticeships and our internal development programme.
- Discounts on hotel stays and a variety of major retailers, restaurants and days out.
- Free use of our gyms, pools, and leisure facilities.
- 24/7 access to wellbeing, financial, and legal support.
Next steps
If you’re shortlisted, we’ll give you a quick call to learn more about you and answer your questions. Candidates who progress will then be invited to meet the Hotel Manager for an in-person interview.
We review applications as they come in, so apply early to avoid missing out. We may close the role once we’ve found the right person.
At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [email protected] - we’re here to support you.
Who are Kew Green Hotels?
Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.
Learn more about who we are and what drives us at www.kewgreenhotels.com.
The Holiday Inn Stoke on Trent is a 118-bedroom hotel including a range of conference, event, wedding spaces along with a modern spacious bar and restaurant offering all day dinning. Not forgetting our fantastic onsite YouFit Health Club including a swimming pool, gym and classes. Due to being just of the exit of Junction 15 of the M6 motorway, it makes our hotel busy all year round with a range of both leisure and business travellers.
