Guest Service Manager

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Join ibis Southampton Centre as our Guest Service Manager and play a key role in leading the guest experience at one of Southampton's most conveniently located hotels. This full-time position offers a competitive hourly rate of £14.01, excellent employee benefits and genuine opportunities for career progression.

We're looking for an enthusiastic and motivated hospitality professional to join our team as Guest Service Manager. This is a hands-on role where you'll lead from the front, supporting the day-to-day operation of the hotel while ensuring every guest receives a warm welcome, exceptional service and a memorable stay.

Located in the heart of Southampton, just a short walk from Southampton Central Station, the cruise terminals, shopping districts and key business locations, ibis Southampton Centre welcomes a diverse mix of leisure, business and international travellers throughout the year.

The Role

As Guest Service Manager, you'll be responsible for supporting the smooth running of the hotel across reception, bar and public areas. You'll act as a role model for the team, ensuring service standards are consistently delivered while helping to drive operational efficiency, guest satisfaction and team engagement.

Working closely with the management team, you'll take ownership of guest feedback, support team development and help ensure the hotel operates safely, efficiently and profitably.

Key responsibilities include:

• Supervising front desk, reception, bar and restaurant operations
• Managing daily shifts and staffing levels in line with business needs
• Supporting, coaching and mentoring team members
• Delivering exceptional customer service at every stage of the guest journey
• Managing check-ins, check-outs and room inventory
• Handling VIP guest requests and preferences
• Resolving guest concerns and ensuring effective follow-up
• Coordinating with housekeeping and maintenance teams
• Preparing and serving food and beverage items when required
• Supporting recruitment, onboarding and training activities
• Maintaining compliance with health, safety, security and data protection procedures

About You

We're looking for a confident and customer-focused leader with at least two years' hospitality experience, ideally within a front office, reception or supervisory role.

You'll be an excellent communicator with strong organisational skills and a natural ability to build positive relationships with both guests and colleagues. Experience using Opera or similar property management systems is highly desirable, along with the ability to remain calm under pressure and resolve challenges professionally.

Most importantly, you'll be passionate about hospitality and committed to helping your team deliver outstanding guest experiences every day.

Why Join Us?

This is a fantastic opportunity to join a busy, city-centre hotel and become part of a growing hospitality business that invests in its people. You'll work alongside an experienced management team, gain exposure to all aspects of hotel operations and have the chance to develop your career as well as a salary of £14.01 per hour and benefits including a day off for your birthday, sick pay, company events and more.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.