Guest Service Manager - Hyatt Place East

At RBH we believe our people are our biggest assets...

At RBH, we understand the value of putting our people first. Our approach to diversity in the workplace, health & wellbeing, sustainability, and individuality sets us apart from our competitors and is one of the reasons we are proudly recognised as one of the Top 30 Best Places to Work in Hospitality.

At RBH, we don't just offer jobs. We offer opportunities to grow, succeed, and be part of a team that is passionate about creating exceptional guest experiences. Join us and discover why our people truly are at the heart of everything we do.

We are now looking for an exceptional Guest Service Manager to join the team at Hyatt Place London City East.

This is an exciting opportunity for a guest-focused hospitality professional who thrives on creating memorable experiences, developing high-performing teams, and delivering operational excellence. Working as a key member of the Front Office leadership team, you will play a vital role in ensuring every guest receives outstanding service from arrival through to departure.

OUR HOTEL

Located in the heart of East London, Hyatt Place London City East is a contemporary lifestyle hotel featuring 280 stylish guest rooms and suites, modern meeting and event facilities, and one of the capital's most exciting rooftop destinations, Pocket Square Skyline Bar & Terrace.

Perfectly positioned between the City of London, Shoreditch, and Brick Lane, the hotel attracts a diverse mix of business and leisure travellers from across the globe. As part of the world-renowned Hyatt brand and managed by RBH Hospitality Management, we are committed to delivering exceptional guest experiences whilst creating an environment where our people can thrive and grow.

THE ROLE

As Guest Service Manager, you will be responsible for supporting the day-to-day operation of the Front Office department, ensuring that every guest receives a seamless, personalised and memorable experience.

You will lead by example, supporting the Front Office Manager in delivering exceptional service standards, driving guest satisfaction, developing colleagues and maintaining operational excellence throughout the guest journey.

This is a fantastic opportunity for an experienced Front Office Supervisor, Duty Manager or Guest Services professional looking to take the next step in their hospitality career.

A DAY IN THE LIFE OF A GUEST SERVICE MANAGER

Delivering Exceptional Guest Experiences

Lead the Front Office team to deliver outstanding guest service at every touchpoint.

Ensure check-in and check-out procedures are delivered efficiently and in line with brand standards.

Personally engage with guests to create memorable and personalised experiences.

Ensure VIP and returning guests receive appropriate recognition and tailored service throughout their stay.

Review daily arrivals and ensure all guest preferences, requests, and amenities are organised and delivered.

Resolve guest feedback, concerns, and complaints professionally, ensuring positive outcomes.

Leading and Developing the Team

Support, coach, and motivate front office colleagues to achieve exceptional standards.

Conduct daily briefings and regular team communications.

Deliver ongoing training and development to keep teams focused on guest service excellence.

Conduct regular performance conversations and provide constructive feedback.

Foster a culture of engagement, recognition, and continuous improvement.

Support recruitment, onboarding, and colleague development initiatives.

Driving Operational Excellence

Ensure all Front Office procedures, systems, and cash handling processes are completed accurately and in line with company policies.

Work closely with the Front Office Manager to optimise room allocations and maximise guest satisfaction.

Monitor guest feedback and identify opportunities for service improvement.

Ensure all brand standards and operational procedures are consistently maintained.

Collaborate with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure seamless guest experiences.

Health, Safety & Compliance

Maintain compliance with all hotel…