Job Description

Job Ref:

KGH11102

Branch:

Holiday Inn Colchester

Location:

Holiday Inn Colchester, Colchester

Salary/Benefits:

26500

Contract type:

Permanent

Hours:

Full Time

Shift pattern:

06.30-14.30 14.30-23.00

Hours per week:

40

Posted date:

18/12/2025

Closing date:

08/01/2026

Our Guest Service Managers work as one team to deliver a seamless, memorable guest experience across the hotel. With a strong Front Office background, you'll take the lead on reception operations while developing the confidence and capability to support a multi-skilled Guest Service team across Food Beverage and Meetings Events. Full training will be provided, but your mindset should already be hands-on, adaptable and ready to step in wherever the guest journey needs you.



From resolving a complex reservation to supporting a busy dinner service or ensuring an event runs smoothly, you'll lead from the front, setting the standard every shift. You'll have clear accountability for Front Office performance, while gaining broader operational exposure that makes this role ideal for an aspiring Operations Manager or Hotel Manager looking to take their next step.

About the role

You'll inspire and empower the Guest Service team to live our values every day, ensuring service excellence is never compromised.



Responsibilities include:


Recruiting, coaching and developing a high-performing Guest Service team Leading and motivating Guest Service Assistants across Front Office, Food Beverage and Meetings Events Proactively managing guest feedback and confidently resolving complaints to create positive outcomes Identifying and driving sales opportunities while maintaining tight control of costs and stock Working collaboratively with hotel departments to ensure smooth, joined-up operations Ensuring safety, security and compliance standards are consistently met Taking ownership of key Front Office responsibilities, including liaison with central reservations, maintaining PMS and OTA platforms, and delivering all Front Office KPIs consistently

Other businesses may call this role Front Office Manager, Head of Department, Hotel Duty Manager, Guest Experience Manager or Hotel Services Manager.



Full details of the role will be discussed with shortlisted candidates. If you'd like to find out more before applying, please contact our resourcing team at

recruitment@kewgreenhotels.com

.

About you

You'll have previous experience in a senior Front Office role within a hotel environment, such as Front Office Manager, Reception Supervisor, or Guest Service Assistant/Receptionist with Duty Manager responsibility. You bring a strong understanding of Front Office KPIs, including loyalty recognition and enrolment, lead generation, guest satisfaction and problem resolution, with a proven track record of delivering service excellence. You're keen to broaden your skillset across all areas of Guest Service and actively seek opportunities beyond your comfort zone. You build relationships quickly, communicate confidently, and connect naturally with guests and colleagues alike. Most importantly, you're an exceptional people leader. You're not afraid to roll up your sleeves, lead from the front and have the tough conversations when needed, but you truly thrive when coaching, developing and motivating your team to deliver their best, every shift.

Benefits

Our rewards package includes:


Discounted hotel stays around the globe, with food and beverage discounts. Attractive discounts across many major retailers, restaurants, and events. FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms). Personal and career development Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.

Next Steps

We will review your application, and may get in touch for a short telephone call to get to know you better. Candidates proceeding to the next stage will be invited to meet with the hotel manager for a face to face interview at the hotel.



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

recruitment@kewgreenhotels.com - 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 that make us proud.



Learn more about who we are and what drives us at www.kewgreenhotels.com.


The Holiday Inn Colchester is situated in the tranquil village of Eight Ash Green, just outside of Colchester's busy and lively town centre. Located within easy reach of the A12 from London.