Guest Services Manager

We’re looking for a passionate and hands‑on Guest Services Manager to lead our team at Kimpton Clocktower Hotel.

Kimpton Clocktower Hotel is a Manchester icon, blending grand Victorian architecture with contemporary design.

• Report into the Front Office Manager and lead the Guest Services team to deliver exceptional service.
• Coach, develop, and maintain high service standards and operational performance within the team.
• Manage rotas and staffing levels to ensure coverage across shifts while supporting departmental budgets.
• Handle guest queries, requests, and escalations, ensuring issues are resolved promptly and to the satisfaction of guests.
• Collaborate with Front Office, Housekeeping and other departments for seamless service delivery and communication.
• Ensure compliance with hotel policies, procedures, and health and safety standards across all Guest Services operations.

• Experience as a Guest Services Manager, Concierge Manager or a similar role in a hotel or resort environment.
• Proven leadership experience managing guest‑facing teams.
• Excellent communication, problem‑solving, and conflict resolution skills.
• Strong organisational skills with the ability to manage multiple priorities and busy shifts.
• Experience with hotel property management systems and guest services operations.
• A strong focus on delivering exceptional guest experiences and maintaining operational standards.

• Up to £33,000 per annum with guaranteed hours.
• Free meal on shift, paid holidays, enhanced sick pay, subsidised travel for unsocial hours.
• Wagestream access to view, save, and manage pay.
• Training programmes, global progression opportunities, and two paid volunteering days per year.
• Discounts at over 6,000 IHG hotels worldwide and friends & family rates.
• Additional savings through the perks portal on shopping and experiences.
• Generous maternity/paternity pay, 24/7 employee assistance, and access to mental health first‑aiders.

You must meet the legal requirements to work in the UK. As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process.

At IHG Hotels & Resorts, we are proud to be an equal‑opportunity employer. We firmly believe that all our colleagues deserve the same opportunities to develop and grow their skills. We provide equal employment opportunities to all applicants and colleagues without regard to race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.