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The Role
The Guest Services Manager is responsible for managing the daily operations of the front-facing hotel departments including Front Desk/Guest Services, Concierge Staff. This leadership role focuses on ensuring exceptional guest experiences, smooth check-in/check-out processes, and the delivery of consistent, high-quality service in line with brand standards. The Guest Services Manager also supports safety and emergency protocols, assumes Night Manager duties when required, and acts as a key point of contact for both guests and staff.
Work Hour and Schedule
- Work on a scheduled shift rota, including availability on weekends and public holidays
Brief Responsibilities
- Ensure all guest interactions are delivered with professionalism, warmth, and a commitment to exceeding expectations.
- Lead guest check-in and check-out procedures, ensuring accuracy in room assignments, billing, and overall guest experience.
- Handle guest complaints, concerns, and emergencies promptly and effectively, using sound judgment to ensure resolution and satisfaction.
- Engage regularly with guests through meet-and-greets, courtesy calls, and stay follow-ups - particularly with VIPs and special guests - to create personalized and memorable experiences.
- Prepare and manage the daily VIP arrival list, ensuring relevant departments are informed and any special arrangements are executed to standard.
- Oversee daily front office operations, ensuring consistent service delivery, adherence to brand standards, and guest satisfaction across all shifts.
- Supervise and support Guest Services associates including Front Desk, concierge, and Night Staff, fostering a high-performance and service-focused culture.
- Conduct daily briefings and shift handovers to maintain operational consistency, and ensure team awareness of VIPs, service updates, and performance targets.
- Provide Night Manager coverage when required, assuming full responsibility for overnight operations including guest service, night audit, report generation, and hotel security.
- Monitor team performance on the floor, offering real-time coaching, motivation, and recognition to uphold service excellence.
- Maintains strong coordination with Housekeeping, Reservations, Engineering, Security, and Food & Beverage teams to ensure guest needs are met.
- Serves as Manager on Duty when scheduled, ensuring smooth operations across all departments.
- Leads emergency response protocols during their shift and ensures team members are familiar with evacuation and safety procedures.
- Deliver effective onboarding and ongoing training to ensure team knowledge of hotel standards, sales targets, and operational procedures.
- Support recruitment, scheduling, and performance reviews, working with the Front Office Manager to drive engagement and results.
- Carry out all reasonable tasks as designated by senior or higher management.
The Benefits
As a member of our hotel, you will enjoy:
- 28 Days Holidays
- Birthday Leave
- Meals on Duty
- Free Uniform Dry Cleaning
- Associate discounted rates with our hotels worldwide
- Training and Development Opportunities
- Auto Enrolment Pension
- Free Eye test for VDU users
- Social Events
A bit about us
Dorsett Canary Wharf will have 231 guestrooms. The hotel will accommodate front-of-house facilities including a café on Alpha Square, a restaurant, a gym and conference facility at the lower levels and a sky bar/terrace on level 25.
The hotel is within a 515 minute walk of Canary Wharf Underground Station, DLR stations, and the Elizabeth Line station. The hotel will also be well connected to the local bus network and is within walking distance of riverboat services operating from Canary Wharf Pier to Central London.
Dorsett is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Note about Job Application
Thank you for taking the time to apply for an opportunity with Dorsett Hospitality International. If you do not hear from us within 14 days, your application has been unsuccessful on this occasion. May we take this opportunity to wish you all the best for the future.
