Job Description

As the Guest Service Manager, you will partner closely with the Front Office leadership team to elevate service excellence, enhance guest satisfaction, and inspire a high-performing, motivated team.

What You Will Do

- Deliver warm, genuine, and anticipatory service that reflects the brand’s Vision and Mission.

- Cultivate a service-driven, high-performance culture by implementing and upholding effective Standard Operating Procedures (SOPs) that drive guest satisfaction results.

- Lead, coach, and mentor the Front Office team to consistently elevate service standards and support departmental profitability.

- Oversee all aspects of Front Office operations—including guest arrival and departure, room inventory management, service standards, cost controls, revenue initiatives, systems management, budgeting, and policy implementation.

- Support team development through regular coaching, scheduling, performance evaluations, recognition, and ongoing career development.

- Monitor guest feedback trends and operational performance metrics,



identifying opportunities for improvement and implementing action plans.

- Ensure all Sofitel brand standards are fully implemented and that team members maintain up-to-date knowledge of hotel facilities, services, events, pricing, local attractions, and operational policies.

- Complete and analyze daily operational reports, making informed decisions based on data insights.

- Take ownership of guest concerns and ensure timely, effective resolution that restores confidence and satisfaction.

- Provide managerial support across the Rooms Division to ensure smooth day-to-day operations.

- Plan and adjust staffing levels according to business forecasts to ensure an optimal guest experience.

- Oversee ALL – Accor Live Limitless loyalty and recognition programs, including upsell initiatives.

- Build a positive team culture by driving engagement, celebrating achievements, and creating meaningful recognition programs.

📌 Guest Service Manager (Doncaster)
🏢 MERCURE
📍 Doncaster