Guest Service Manager
| Company: | Heeton Hospitality UK |
|---|---|
| Salary: | £28,000 - £30,000 |
| Hours: | Full-time |
| Location: | LS2 7BP |
| Job type: | Permanent |
| Posting date: | 8 Jul 2026 |
| Closing date: | 7 Aug 2026 |
Summary
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you’ll deliver this through managing all aspects of the front office and F & B Outlets; you’ll also create the warm atmosphere that makes our guests feel at home.
Your day-to-day
People
- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
- Educate and train team members in compliance with UK laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
- Ensure your team are properly trained on systems such as OnQ, security, service and Hilton brand standards
Financial
- Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
- Oversee night audit function and preparation of daily financial reports
- Ensure all food and drink is correctly posted
- Cash up tills as per company procedures
- Complete weekly orders in accordance to require usage in accordance to company policy from approved suppliers
- Complete stock takes in accordance to company procedures.
Guest Experience
- Ensure your team delivers great service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Conduct routine inspections of the hotel including public areas and take immediate actions to correct any deficiencies
Responsible Business
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Train team members on OnQ and Micros
- Serve as a central communications point during emergency/crisis situations when Duty Manager
- Perform other duties as assigned.
- Will also serve as Manager on Duty and will complete DM tasks including Security and Fire checks.
What we need from you
- Strong organisational skills
- Previous experience in a hotel Reception and Food and Beverage in a management position
- Must speak fluent English
Why you should apply
- Annual bonus for all Team Members
- Fantastic career potential with one of the UK's fastest growing hotel operators
- Employees staff rates across our properties
- Complimentary overnight stays in our properties
- Retention bonus on completion of 3 and 6 month service
- Service based annual leave (increase up to a maximum of 5 extra days)
- On-site parking
Hilton's Vision: To fill the earth with the light and warmth of hospitality –by delivering exceptional experiences – every hotel, every guest, every time.
First Direct Arena, Leeds Grand Theatre, and shopping at Victoria Leeds are all about a 10-minute walk from our hotel near the city center. Trinity Leeds designer shops, The University of Leeds, Leeds Beckett University, and the railway station are all within a mile.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process