Guest Service Manager (PM Shift) in London, England at AG Hotels Group

About the Role - Hours: PM Shift (typically 3:00pm – 11:00pm or as required by the business)

We are seeking a proactive and customer-focused Guest Service Manager to join our team in North London. This is a hands-on operational role responsible for delivering excellent guest service, managing guest communications, resolving complaints, supporting hotel operations, and ensuring all guest enquiries are handled professionally and efficiently.

The successful candidate will be a strong communicator, confident problem solver, and capable of leading by example while maintaining high service standards.

Key Responsibilities

Guest Relations & Customer Service

• Respond promptly and professionally to guest enquiries, requests, and complaints via phone, email, online review platforms, and messaging systems.

• Contact guests directly to resolve issues and improve guest satisfaction.

• Handle escalated complaints and ensure appropriate resolutions are achieved.

• Maintain high standards of customer service at all times.

Reservations & PMS Administration

• Manage bookings, amendments, cancellations, and guest requests.

• Check and review all reservations to ensure accuracy, rate codes, room types, and payment details are correct.

• Review group status to monitor pick-up against contracted blocks, identify any shortfalls, and ensure rooming lists and billing arrangements are up to date.

• Carry out a daily arrivals check to ensure all arriving guests are expected, rooms are allocated, and any outstanding information is resolved prior to arrival.

• Review and action all special requests to ensure they are communicated to the relevant departments and fulfilled ahead of guest arrival.

• Process no-shows, cancellations, refunds, and charges in accordance with company policies.

• Ensure guest information is accurately maintained within the Property Management System (PMS).

• Support revenue optimisation through correct reservation management.

Back Office Operations

• Monitor and respond to guest correspondence and operational emails.

• Prepare daily reports and provide updates to management.

• Maintain accurate records of complaints, incidents, and guest feedback.

• Assist with administrative and operational tasks as required.

Team Leadership

• Lead by example and demonstrate professional behaviour at all times.

• Support and assist colleagues to ensure smooth hotel operations.

• Promote a positive and service-focused working environment.

• Escalate operational concerns to senior management when required.

Reporting & Communication

• Provide clear handovers and operational updates to management.

• Identify recurring guest issues and recommend improvements.

• Produce accurate reports on guest satisfaction, complaints, and service performance.

Skills & Experience Required

Essential

• Excellent verbal and written communication skills.

• Strong customer service background, preferably within hospitality.

• Proven ability to resolve complaints and difficult situations professionally.

• Strong problem-solving and decision-making skills.

• Good IT skills including Microsoft Office and email management.

• Experience using a hotel Property Management System (PMS).

• Ability to multitask and prioritise workloads effectively.

• Professional telephone manner.

• Ability to work independently and take ownership of tasks.

Desirable

• Previous hotel reception, reservations, or guest services experience.

• Knowledge of Rezlynx or similar PMS systems.

• Experience responding to online reviews and guest feedback platforms.

Personal Attributes

• Positive and professional attitude.

• Highly organised and detail-oriented.

• Calm under pressure.

• Reliable and dependable.

• Strong sense of accountability.

• Customer-focused mindset.

• Willingness to go the extra mile for guests.

What We Offer

• Competitive salary of £13.50 per hour.

• Career development opportunities within a growing hospitality group.

• Supportive team environment.

• Ongoing training and development.