Guest Service Manager

Guest Service Manager

The Cura Kensington, a Tribute Portfolio Hotel by Marriott

Salary: Competitive Salary + Excellent Benefits

About the Hotel

The Cura Kensington, a Tribute Portfolio Hotel by Marriott, is a lifestyle hotel located in West London, offering 132 thoughtfully designed bedrooms, a vibrant all-day restaurant and bar, and a dynamic atmosphere that blends energy, creativity, and local spirit.

As part of Marriott's Tribute Portfolio, the hotel celebrates individuality and memorable guest experiences. Our Guest Service Manager plays a key leadership role within the Front Office department, ensuring exceptional guest journeys while supporting the smooth day-to-day operation of Guest Services.

The Role

Reporting to the Front Office Manager, the Guest Service Manager is responsible for supporting the leadership and daily operation of the Front Office team ensuring exceptional guest satisfaction, operational excellence, and compliance with Marriott brand standards.

The Guest Service Manager oversees Reception, Guest Relations ensuring every guest receives a seamless experience from arrival through departure.

You will lead by example, coach and develop the Front Office team, and work closely with Food & Beverage, Housekeeping, Kitchen and Engineering teams to ensure efficient hotel operations and outstanding guest experiences. You will also provide operational support to the Food & Beverage department when required, particularly during busy service periods, events, or when additional leadership support is needed.

Key Responsibilities

• Support the Front Office Manager in the daily leadership and operation of the Front Office and supporting Food & Beverage when necessary.
• Supervise Reception, Guest Relations Teams.
• Lead the Front Office team during assigned shifts, ensuring exceptional guest service and operational efficiency.
• Act as the senior Front Office representative during designated shifts, escalating operational matters where appropriate.
• Ensure Marriott brand standards, Tribute Portfolio standards, and hotel policies are consistently achieved.
• Deliver exceptional guest experiences by proactively engaging with guests, resolving complaints professionally, and creating memorable stays.
• Manage VIP arrivals, Marriott Bonvoy Elite recognition, group arrivals, long‑stay guests, and special requests.
• Coordinate closely with Housekeeping to manage room availability, room allocations, early arrivals, departures, and out‑of‑order rooms.
• Monitor guest feedback, including Marriott GSS, online reviews, and social media, implementing action plans to improve guest satisfaction.
• Promote Marriott Bonvoy enrolment, room upselling, and other departmental revenue opportunities.
• Conduct daily shift briefings, handovers, and operational communications within the Front Office team.
• Train, coach, mentor, and support the development of Guest Service Associates and Supervisors.
• Assist the Front Office Manager with departmental rotas, payroll administration, annual leave planning, and staffing requirements.
• Maintain accurate cash handling procedures, banking, and financial controls within the Front Office.
• Ensure compliance with Health & Safety, Fire Safety, Security, GDPR, and Marriott operational procedures.
• Handle guest incidents and emergency situations calmly and professionally in accordance with hotel procedures.
• Carry out regular lobby and Front Office inspections to ensure cleanliness, presentation, and service standards are maintained.
• Foster a positive, engaging, and collaborative working environment that reflects Marriott's culture and values.

About You

• Previous supervisory or management experience within a Front Office department in a quality hotel environment.
• Experience within Marriott International or another international hotel brand is highly desirable.
• Strong knowledge of Front Office operations and guest service excellence.
• Good understanding of Housekeeping coordination and hotel operations.
• Excellent leadership, coaching, and team development skills.
• Passionate about delivering exceptional guest experiences.
• Strong communication, organisational, and problem‑solving abilities.
• Commercially aware with experience promoting upselling and guest satisfaction initiatives.
• Experience using Opera PMS (Opera Cloud preferred) and Marriott systems is advantageous.
• Flexible, hands‑on, and able to work a variety of shifts, including weekends and bank holidays.

What We Offer

• Competitive salary with performance‑based incentives
• Global Marriott employee discounts on rooms, dining, and experiences
• Meals on duty
• Uniform provided
• Ongoing Marriott International training and leadership development
• Excellent career progression opportunities within Marriott International
• Collaborative and inclusive working environment
• Regular wellbeing initiatives and social events
• Pension scheme
• Employee recognition and reward programmes

Lead the Guest Experience

At The Cura Kensington, every guest interaction creates a lasting impression. As our Guest Service Manager, you will play a vital role in supporting the Front Office Manager, leading your team by example, and ensuring every guest receives the warm, personalised service that defines our Tribute Portfolio hotel.

If you are an experienced Front Office leader with a passion for hospitality, people development, and delivering exceptional guest experiences, we would love to hear from you.

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