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Guest Services Manager

The Guest Services Team perform a diverse selection of tasks, ensuring all guests have a truly 5 red star experience. Guest Services is a key department in creating a tailored personalised guest experience, a distinctive culture and assisting our guests with any requests they may have.

The Royal Garden Hotel is the UK’s largest five red star hotel comprising of 394 bedrooms. The hotel is located on Kensington High Street, overlooking Kensington Gardens in easy walking distance to Kensington Palace and Hyde Park.

The hotel is steeped in the history of sport, music art and culture and being a frequent host to iconic guest and events in this field.

The Ideal Candidate would have:

.We are looking for an individual who shares our passion for delivering outstanding guest service.

·Previous Managerial experience in a similar role within a similar establishment

·Strong organisational and communication skills

·Proven ability to troubleshoot problems and handle complaints

·Strong attention to detail

·A passion and enthusiasm for learning and development of one’s team

·Effective leadership and team management skills

·A strong knowledge of Property Management Systems (PMS) eg. Fidelio/Opera

The Role:

Managerial Responsibilities

.Manager the daily Guest Service Team operations

·Assist Front Office Manager running daily operations with Reception Managers

·To monitor and control departmental costs on an ongoing basis to ensure performance against budget

·Review P&L and comment on VIP gifts expenditure with Front Office Manager

·To liaise with Front Office Manager to ensure that follow up training on procedures is carried out on a regular basis and amended procedures are implemented immediately

·To ensure there is effective motivation and leadership, resulting in higher productivity, standards

·Provide support to the Front Office Manager in recruiting colleagues for the Guest Service Team

·In collaboration with Reception Managers plan, carry out, and review team Personal Development Reviews(PDR)

·To be the face of the Guest Services Team throughout the hotel

Operational Responsibilities

·To pro-actively engage with our guests establishing their likes and dislikes as well as their requirements. Share this key information with relevant departments and provide opportunities to personalise our service offering.

·Check guest profiles to highlight personal preferences that can be utilised to tailor in-room amenities

·Ensure an efficient “welcome or welcome back” to all guests and to personally greet and escort all VIP Guests to their rooms wherever possible. To ensure continual liaison with them throughout their stay and upon departure. If guests are not met ensures they receive a courtesy call on the day of arrival where possible.

·Responds to guest’s needs, requests and complaints effectively and immediately. Ensure profiles are updated to ensure a positive future stay

·If necessary handle VIP and regular guests reservations

·To check daily full arrival list to identify potential return and VIP guests and identify where pro-active guest service may be an opportunity

·Have a full understanding and work daily with the hotel Guest Feedback system(Revinate) and ensure feedback is replied to in a timely manner

·Spot checks allocated bedrooms and check the quality of VIP amenities delivered

What We Offer

Competitive Annual Salary

Friendly and creative working environment with great development opportunities

5.6 weeks holiday per year (including bank holidays)

Discounted food and beverage rates to dine in our restaurants

Discounted room rates for friends and family

Free meals provided on duty

If you are interested in this position and are entitled to work in the UK, please send us a copy of your CV and cover-letter. If you require any special assistance with your application or have any further questions, please do not hesitate to contact a member of our Human Resources team.

Due to the festive period we will be contact the successfully shortlisted candidates to arrange an interview beginning week commencing 15 January 2018. If you have applied for the role before this date and not heard from us by 22 January 2018 then please assume that you have been unsuccessful on this occasion. 

Click here to apply

"Overnight stay"

"Excellent from start to finish. Beautiful hotel. Smart and well groomed staff give a good impression on entering."

Guest Review, 2016

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