Guest Service Manager

We are seeking a dynamic, experienced, Guest Service Manager to lead our Front Office and F&B Operations newly refurbished Garner Elgin hotel set to reopen in Summer 2026.

This is a unique opportunity, within our 7 Hospitality Management portfolio, to play a key role in shaping guest experience from day one of reopening. You will support the successful launch of the hotel by building and motivating a high performing team, driving operational excellence, and delivering on the Garner promise of dependable comfort and relaxed hospitality.

Garner, is a fresh and vibrant hotel brand by IHG Hotels & Resorts, built for travellers who seek value without compromise. With warm service, stylish comfort, and the confidence of a global brand, Garner Hotels are changing the way guests experience midscale hospitality.

As Guest Service Manager, you will oversee the day-to day operation of Front Office and F&B, ensuring exceptional guest journeys across all touchpoints. From leading and developing your team to maintaining brand standards and creating a welcoming atmosphere, this is a fantastic opportunity to make a lassting impact within an exciting reopening project.

Key Responsibilities:

• Lead and manage the guest service team to deliver exceptional hospitality
• Develop and implement service standards and guest engagement strategies
• Handle complex guest issues, complaints, and feedback with professionalism and urgency
• Monitor guest satisfaction metrics and drive continuous improvement initiatives
• Coordinate with other departments to ensure seamless guest experiences
• Train, coach, and motivate guest service staff to achieve high performance
• Manage guest service budgets, resources, and operational workflows
• Oversee reservation management and front desk operations as needed
• Ensure compliance with brand standards, health & safety, and regulatory requirements

Our Values:

• Transparency: We share infomation openly so everyone can make informed decisions
• Ownership: We take responisbility for outcomes, not just tasks
• Driven: We focus on results and constantly push for improvement
• Investment in our people: We grow talent, support learning and unlock potential

Our Benefits

• Pension Scheme
• Discounted Hotel Stays across our 7H Portfolio
• Discounted Food and Beverage across our 7H Portfolio
• Incremental Holiday Entitlement
• Development Opportunities
• Home tech scheme
• Save as you Learn scheme
• Cycle to work scheme
• Employee Assistance Programme
• One celebratory day per year off
• Retail & Gym Discounts