Guest Service Manager (PM Shift)

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 c...