Job Description

Hilton Garden Inn is a 4-star, stylish, hotel, set in an ideal location, near the A34 and just a short drive to the centre of Abingdon. We have 146 guest rooms and suites with an onsite restaurant, lounge bar, outdoor terrace, meetings & events facilities and an in-house shop, providing a wide selection of products from travel essentials to quality, locally produced items.

Job Overview

The Guest Service Manager is a key member of the front-of-house team, responsible for ensuring each guest receives a warm welcome and personalised service from the moment they arrive. As the first point of contact for guest satisfaction, the role requires a proactive, hands-on leader who can balance operational responsibilities with a passion for guest engagement. You will take ownership of guest feedback, oversee service standards, and work collaboratively across departments to ensure every stay is memorable.

Key Responsibilities

Guest Satisfaction & Experience

Act as the primary contact for guest feedback, concerns, and complaints--resolving issues promptly, empathetically, and effectively. Proactively engage with guests during their stay to build rapport and anticipate needs. Follow up on guest stays to ensure satisfaction, especially after service recovery cases. Coordinate with departments to arrange special occasions such as birthdays, anniversaries, and celebrations, ensuring attention to detail and a personal touch. Monitor upcoming reservations for VIPs, special requests, or returning guests, and ensure relevant preparations are made. Identify and act on opportunities to surprise and delight guests, driving positive reviews and repeat business.
Operational Management

Oversee the daily running of the service, concierge, and guest service functions. Lead shift briefings, and manage performance throughout the day. Ensure smooth handovers between shifts and maintain detailed operational logs. Be visible and available throughout the hotel as a point of contact and reassurance for guests and team members. Act as Duty Manager when required, handling incidents, emergencies, and guest escalations with confidence and professionalism.
Team Leadership & Development

Train, mentor, and coach Guest Services team members, ensuring high levels of service and team morale. Conduct regular 1-1s, support performance reviews, and identify training needs. Foster a culture of accountability, teamwork, and guest-first thinking.
Review Management & Brand Standards

Monitor and respond to guest feedback on platforms such as Medallia, Google, TripAdvisor, and Booking.com. Take proactive steps to improve Medallia and overall guest satisfaction scores through service recovery, team coaching, and attention to detail. Analyse guest reviews and trends to identify recurring service issues or improvement opportunities. Ensure adherence to Hilton brand service standards and contribute to internal audits and quality assessments.
Administrative & Reporting Duties

Maintain accurate guest profiles, feedback records, and departmental checklists. Assist with compiling reports, statistics, and presentations for operational meetings. Support stock control, supply ordering, and front office budgeting as required. Liaise with Sales, Events, and Housekeeping to coordinate room blocks, group check-ins, and special arrangements.
Other Responsibilities

Maintain knowledge of all hotel services and local area attractions to support concierge duties. Handle all guest billing queries and ensure accurate financial transactions at reception. Support hotel events and assist other departments as needed during peak periods or team absences. Continuously seek ways to streamline processes and enhance the guest journey.
What We're Looking For

Previous supervisory or managerial experience in front office or guest services within a hotel environment. A natural problem-solver with a calm, professional, and guest-focused approach. Strong communication skills--confident handling guest concerns and feedback in person and online. Hands-on leadership style with the ability to coach and motivate others. Flexibility to work across a variety of shifts, including early mornings, evenings, weekends, and bank holidays. Experience with PMS systems and Microsoft Office.
No Agencies Please

Job Types: Full-time, Permanent

Pay: Up to 28,000.00 per year

Benefits:

Company events Discounted or free food Employee discount Free parking Health & wellbeing programme On-site parking
Experience:

Hotel: 2 years (preferred)
Work Location: In person